Customer Service Representative

1 week ago

Adelaide, South Australia Superloop Full time

Company Description

Superloop is Australia's modern challenger telco and internet service provider that's unleashing the unlimited possibilities of the internet. Superloop is all about experience - we're not just a utility - with a promise to be super from the ground up. We're more tech than telco, and we deliver quality service across our consumer, business, and wholesale units.

Our can-do culture will excite and ignite our customers as we deploy game-changing solutions that solve customer pain points, backed by great customer service delivered by our highly enthused team of Superloopers, who are committed to making the internet experience super.

Job Description

Role Purpose

Our SMB customer service representatives play a vital role in delivering high-quality customer service to Superloop's Small and Medium Business customers by providing technical resolutions and ensuring superior customer experiences.

Key Responsibilities

  • Engage with our SMB customers on sales, billing, technical support, installation, and provisioning queries and requests.
  • Implement processes to retain customers by addressing their needs and providing suitable offers available
  • Deliver exceptional customer interactions by effectively communicating, prioritizing, and addressing queries in a timely manner
  • Collaborate with the team to offer solutions for technical requests from customers.
  • Communicate proactively and enthusiastically with customers and building
  • Manage and resolve billing queries by liaising with sales and technical staff.

Key Deliverables

  • Proactively contact business customers prior to service installation to ensure they have all necessary information for seamless order processing and transition.
  • Monitor activations to ensure success on the day, proactively managing order fallout if/when required.
  • Answer all inbound calls within 5 minutes, ensuring ASA (Average Speed of Answer) targets are met or exceeded.
  • Contact customers post-activation to ensure their experience was seamless and resolve any issues where applicable.

Qualifications

  • Previous experience in a customer service or client-facing role.
  • Ability to build and maintain strong internal relationships and professional relationships with clients.
  • Strong written and verbal communication skills.
  • Technical understanding and ability to resolve complex issues.
  • Professional conduct in all communications with customers, demonstrating an understanding of etiquette and appropriate resolution of matters.
  • Enjoy working in a team environment.

Additional Information

We're currently in a position we need someone to come in and hit the ground running as the L&D team are strapped with training at the moment. Ideally, key requirements are previous experience in a CSR role (ideally in the telco industry), confident on the phone. Experience with Salesforce and within a SMB/Business Team would be a bonus

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