The key focus of this role is to follow a customer-centric culture by ensuring JFL’s customers have the best possible experience of our products and service and transform them into customers for life. The CSR will ensure that JFL is always responsive to our customers, understand their needs and where possible exceed their expectations. The CSR will build positive relationships with both individual and business customers.
This role will report to:
Customer Success Manager
Key duties and responsibilities will include:
Ensuring customer contact is dealt with in line with the Customer Success Team KPI’s, such as answering telephone calls and emails within expected time constraints.
Ensuring ownership of customer engagement, communication and complaints, from the first point of contact until resolution.
Embodying the vision of JFL, as well as being an effective customer advocate within the company
Engaging in customer dialogue and actions which will inform and drive JFL’s best practices, and continue to meet evolving customer needs
Using omni channel communication to deal with customers and finding the best ways to meet and exceed their expectations across these platforms
Delivering a first-class customer experience using lean methodology without compromising on responsiveness and efficiency
Proactive management of customers’ experience post installation, to ensure that customer delight is nurtured and further cultivated
Work in close collaboration with the Marketing Team, in order to support their activities by:
Identifying potential advocates and referenceable customers
Providing customer feedback on products, marketing materials and their overall experience
Identifying candidates for case studies, testimonials and speaking opportunities
Creating blog posts and other content that helps educate customers and general leads for marketing
Promoting customer events arranged by the Marketing team
Qualifications and Experience:
Relevant and significant (at least two years) CSR experience, preferably in the telecoms industry
Proficient in MS Software suite
Familiarity working with both business clients and consumers
A first degree or equivalent – desirable
Excellent written and verbal communication skills.
Detail oriented and analytical.
Strong time management and organizational skills.
Excellent people skills.
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
A general ability to use learn and use a variety of software/apps/digital media.
Proactive and adaptable, keen to get stuck in with additional tasks where required.
Able to work well both independently and as part of a team.
A genuine and demonstrable enjoyment of dealing with customers.