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IT is one of the most dynamic and demanding sectors of the recruitment market, requiring in-depth knowledge of existing and emerging technologies plus the ability to identify and secure top talent quickly, in a highly competitive environment.

Job Title

Customer Success Representative

Location:

Exeter

Contract Type:

Permanent

Sector:

Telecommunications

Salary:

£18,000 – £23,000

Customer Success Representative – January Start

The key focus of this role is to follow a customer-centric culture by ensuring our clients customers have the best possible experience of our products and service and transform them into customers for life. The CSR will ensure that our client 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
• Understanding and explaining the Billing process to customers, assisting with billing queries and following these through to conclusion
• Assisting customers in the case of late or missed payments, managing their journey through the debt recovery process, including those cases where disconnection of services occurs
• 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
• Experience in working in a billing control department – desirable

Skills:
• 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
• A positive, calm and professional demeanour

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