Customer Care Representative

2 weeks ago

Exeter, United Kingdom JURASSIC FIBRE LIMITED Full time

**Key Focus**:
Jurassic Fibre are looking for an outstanding individual to join a growing busy team. The key focus of this role is to follow a customer-centric culture by ensuring Jurassic Fibre’s customers have the best possible experience of our products and service and transform them into customers for life.

You will be an organised, friendly, and outgoing person who puts the customer experience at the heart of everything you do. You will do this by delivering a strong attention to detail along with positive, accurate communications to customers.

You will have excellent written and verbal communication skills, strong time management and a love of working with people. You will thrive in a multi-tasking environment and be able to adjust your priorities as needed. You will be self-motivated and have a willingness to get stuck in. You will have the confidence and ability to talk to colleagues in different departments, and at various levels within the business.

You will work as part of a team, working closely together to deliver an exceptional customer experience. You will work in one of the below roles within the team:
The **Customer Care Representative** will ensure that JFL is always responsive to our customers, understand their needs and where possible exceed their expectations. The CCR will build positive relationships with both individual and business customers

The **Installation Management Representative** will advocate for customers from the point their order is processed until they are fully installed. You will ensure this is done by managing a caseload of customer orders, liaising with other internal teams, until the customer is connected. You will keep the customer updated every step of the way and build a positive and trusting relationship with them.

**This role will report to**:
Customer Care Supervisor

Key duties and responsibilities will include:

- Understanding customer needs, through speaking to customers and through continual analysis of the customer journey, and making recommendations for improvement where needed
- Owning the customer’s experience, including installation management, Customer Care and phone number porting requests.
- Proactive management of customers’ experience prior and following their installation, ensuring that they have regular contact with JFL and have realistic expectations any issues the customer may have such as Loss of service and or installation timescales.
- Identifying potential advocate customers that can be approached for case studies and customer feedback quotes
- Assisting in the building of processes and skills within the team
- Liaising with other teams within the business to ensure an efficient customer journey whether Pre or post install.
- Carefully and accurately updating all systems to reflect customer status.

**Person Spec**:
**Qualifications/Experience**:

- Relevant CSR experience, preferably in the telecoms industry
- Proficient in MS Software suite
- Familiarity working with both business clients and consumers
- Experience working in a call centre or similar environment.

**Relevant experience, indicating that**:

- You are pragmatic, positive, and able to adapt to change.
- You’re a team player, able to work with both members of your own department and with other teams while maintaining your focus on the customer.
- You have excellent communication skills and can handle different types of customer query, including complex queries and complaints.
- You can take feedback to ensure you optimise your opportunity for development

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