Retail Sales Consultant

About Nexigen Digital

We are Australia’s largest privately-owned group of online service providers, which includes brands such as VentraIP, Synergy Wholesale and Intaserve.

Every day our all-Australian team delivers exceptional service and outstanding support to our 200,000+ customers who choose us for their domain names, website hosting and online presence.

Over the past seventeen years, we have been constant game-changers, industry innovators, award winners, and community leaders - and now is your chance to join our team.

The Position

Retail Sales Consultant – Inbound & Outbound (Web Hosting & IT Services)

Role Purpose

The Retail Sales Consultant is responsible for driving revenue and delivering exceptional customer experiences across inbound and outbound phone channels. This role focuses on helping small to medium businesses choose the right web hosting, domain, email, and cloud solutions to support their online presence and growth. Consultants use a consultative, needs‑based approach to educate customers, simplify technical concepts, and recommend the best‑fit products and services.

Key Responsibilities

• Inbound Sales & Customer Experience
• Handle inbound calls from SMB customers seeking advice on domains, hosting, email, website services, and security products.
• Translate technical concepts into simple, business‑focused language.
• Identify customer needs and recommend tailored hosting and IT solutions.
• Convert enquiries into sales while maintaining high customer satisfaction.
• Prepare quotes, process orders, and complete accurate CRM documentation.

Outbound Sales & Lead Management

• Conduct outbound calls to warm leads, existing customers, and lapsed accounts.
• Re‑engage customers with product upgrades, renewals, migrations, and value‑added services.
• Promote solutions such as managed hosting, SSL certificates, backups, website builders, and email services.
• Maintain a structured call cadence to maximise contact and conversion rates.
• Achieve outbound KPIs including call volume, conversion, revenue, and product mix.
• Customer Support & Retention
• Handle objections confidently and guide customers toward the right outcome.
• Build long‑term relationships to encourage renewals and reduce churn.
• Support post‑purchase needs such as onboarding guidance, service activation, or basic troubleshooting (non‑technical support).

Operational Excellence

• Maintain accurate CRM records, follow compliance requirements, and adhere to sales processes.
• Stay up to date with product knowledge across hosting, domains, email, cloud, and security.
• Provide feedback to improve products, processes, and customer experience.
• Collaborate with technical support and provisioning teams to ensure smooth customer handover.

Teamwork & Culture

• Contribute to a positive, high‑performance sales environment.
• Participate in training, coaching, and development sessions.
• Share insights, customer trends, and opportunities with the broader team

Skills & Experience

Essential

• Experience in phone‑based sales, customer service, or contact centre environments.
• Strong communication skills with the ability to simplify technical concepts.
• Proven ability to meet or exceed sales targets and KPIs.
• Confidence using CRM systems, call management tools, and digital platforms.
• A proactive, commercially driven mindset with strong problem‑solving skills.

Desirable

• Experience in web hosting, domains, cloud services, SaaS, or IT‑related sales.
• Understanding of common SMB needs such as websites, email, online security, and digital presence.

The Benefits of Working With the Nexigen Digital Team

Aside from being awarded “Employer of Choice” in the Australian Business Awards, we are often referred to as the Google of south-east Melbourne thanks to our unique facilities and team culture, and a top-down mandate to take care of the people who take care of our customers.

Some of the office perks include:

• A weekly selection of delicious meals prepared in our on-site kitchen for breakfast and lunch.
• A fully-stocked snack bar featuring an assortment of chips, chocolates, nuts, protein bars and fresh fruit.
• A drink fridge loaded with an assortment of soft drinks, juices and water.
• A fully equipped private gym with weekly on-site personal training sessions.
• A team wellness centre with a sound-proof gaming stadium featuring an 85” 4K TV, racing car simulator, pinball machine, arcade machine, and air hockey table.
• An on-site salon where our resident barber and stylist provide free haircuts on a regular basis.

We actively encourage training and upskilling for personal development and will fund courses that have a beneficial impact on the business.

Please note that due to strict security requirements the successful applicant will be required to complete a National Police Check as a condition of employment.

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