An exciting opportunity has arisen at Infospeed Ltd for a Customer Success Representative to join
our Customer Service team. If you are looking for an exciting new job role providing excellent
communication/assistance to clients and enjoy combining this with administration – this is the role
for you.

The Role:

A Customer Success Representative will act as a liaison, provide product/services information,
training and resolve any emerging problems that our customer accounts might face with accuracy
and efficiency.
The best Customer Success Representatives are genuinely excited to help customers. They are
patient, empathetic, and passionately communicative. They can put themselves in their customers’
shoes and advocate for them when necessary. They are technical in nature but also able to talk to
our customers.
Problem-solving also comes naturally to Customer Success Representatives. They are confident at
troubleshooting and investigate if they don’t have enough information to resolve customer
complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and
maintain high customer satisfaction.

Main Duties:

– Troubleshooting and providing support to customers with product and service issues
– Gathering information from the Management team and other departments to accurately
answer customer enquiries
– Provide accurate, valid, and complete information by using the right methods/tools
– Following up complex customer enquiries to confirm resolution
– Meeting key performance indicators and service levels by working to agreed objectives and
deliverables
– Building sustainable relationships and trust with customers through open and interactive
communication
– Maintaining technical product knowledge to support team colleagues, provide cover, and
achieve department objectives
– Handling and resolving customer complaints
– Entering customer details in company databases and modifying records as required
– Follow communication procedures, guidelines, and policies
– Take the extra mile to engage customers
– Show initiative in the day-to-day tasks
– Assist with project management and new implementations from testing to go-live
– Onboarding customers (training)- Create Release Notes and Release videos
– Create & update technical help documents and videos
– Provide excellent online customer training, consultancy and assist Sales team in meetings if
required
– Carry out any tasks or activities required by Management

Essential Skills/Requirements (Desirable):

– Proven technical customer support experience
– Previous Class Software experience
– adaptable and flexible to enable department to deliver exceptional customer service
– approachable, with a sense of humour, able to remain calm when working under pressure
– dynamic and enthusiastic, with a strong desire to achieve
– strong organization skills with an ability to work to strict deadlines whilst maintaining a good
level of productivity
– excellent communication (written and verbal) and presentational skills
– good listening skills and be intuitive to identify and react to how customers are feeling and
be able to respond in a positive and engaging manner
– has the ability to adapt quickly and effectively to change
– good team player
– PC literate with excellent knowledge of Microsoft office products and outlook
– previous training experience (one to one, within groups, workshops and via webinar),
– quality focus, strong attention to detail and accuracy,
– excellent problem analysis and problem-solving skills,
– documentation skills (creating different types of documents),
– ability to multi-task, prioritize and manage time effectively but ensure customer experience
is your primary focus

Hours of work are as follows:

Monday – Thursday – 9am to 5:30pm (lunch 1-2pm)
Friday 9am – 5pm (lunch 1-2pm)

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