Customer Service Representative

Client Support St. Leonards, NSW


Description

Position at j2 Cloud Services

The role of Customer Support L1 is to be an active member within the Operations team and provide excellent customer service to existing and prospect j2 clients.  Engagement with customers will be via phone, email and help-desk tickets – with the main objective being first call resolution.


Duties and Responsibilities

  • Provide outstanding customer service to resolve customer requests by identifying the customers’ needs and using learned knowledge and communication skills to provide resolutions.
  • Provide outstanding customer service and ability to resolve customers’ issues by identifying the customers’ needs and provide resolutions.
  • Process new connections for orders received via the company’s website.
  • Provide 1st level support for products, service and billing inquiries via phone and email.
  • Resolve customer requests submitted through the ticketing system and phone based inquiries in an efficient and timely manner.
  • Complete basic Moves, Adds, Change and Disconnection requests for Toll free and Local Virtual Numbers.
  • Strive to be an active team member within the operations team
  • Create required reports for clients and the operations team as requested.
  • Use your acquired product expertise to provide sales support or solutions to existing and prospective client.
  • Recommend changes to processes, policies and metrics to facilitate the improvement of department performance.
  • Provide after hours assistance to customers(as required, on a roster basis)
  • Dealing with basic technical problems, fault reporting and trouble shooting.
  • Demonstrate commitment to company policies, values, and standards displaying a strong commitment to the Operations team and the wider company

 SKILLS AND EXPERIENCE

  • Ability to deal with clients in a professional manner at all times and communicate professionally over the phone
  • Excellent organisational and time management skills, multi tasking ability
  • Strong team player
  • Professional verbal and written communication skills coupled with excellent presentation skills
  • Active listening skills
  • Ability to work well under pressure
  • Customer Service Experience
  • Intermediate experience in using Microsoft office suite
  • Experience in the Telecommunication industry is preferred but not essential
  • Ability to work without supervision