Job Title: Customer Success Representative
Location: Benton, Newcastle Upon Tyne
Salary: 23K-26k dependant on experience
Job type: Full time/Permanent (Monday-Friday 9am – 5.30pm)
This is an exciting opportunity to join LamasaTech, a leading provider of digital signage displays and touch screen solutions. We help businesses to engage their customers, automate processes and increase their revenue.
Our products include:
- Hardware: Temperature Kiosks, Visitor Sign-In Kiosks, Video Walls, Advertising Displays, Indoor and Outdoor Kiosks
- SaaS: Visitor Management, Digital Signage
We serve a range of sectors internationally including manufacturing, healthcare, education, technology, retail and government and public sector. We’ve worked with leading organisations including the UK Houses of Parliament, Tyne & Wear Archives & Museums, Yamaha Motor Corp, Marine Travelift and Fedway Associates.
The role:
LamasaTech are looking for a Customer Success Representative to join the team.
In this position, you will play a key role in improving our support function, increasing client engagement with us and our products and generally providing our valued customers with the service they deserve.
This is newly created role within our UK team. We are seeking a highly motivated individual with a passion for providing great service and who wants to build a career. There is great potential for progression within the business.
Reporting to the Head of Operations, your main responsibilities will include:
- Maintain a thorough knowledge of the company’s hardware and software products
- Provide technical support for products externally and internally
- Handle inbound support requests via calls, chats and email – including technical, billing and general customer service
- Maintain up to date notes and information on the CRM
- Write and update internal trouble shooting tips
- Work with our marketing team to create resources including knowledgebase articles, how-to video and webinars
- Signpost clients to relevant resources and make improvements to these resources based on customer queries
- Manage complaints and cancellation requests effectively to avoid churn and use all resources to address customer concerns
- Escalate issues quickly and efficiently where needed
- Conduct periodic demonstrations/webinars of products and host on-boarding sessions – with customers and internal team members
- Conduct ‘health check’ calls with existing clients to ensure they are happy with our solutions and resolve any issues that arise during conversations to improve customer retention and advocacy
- Work closely with the sales team, alerting them to client issues, upselling/reselling potential etc.
- Gather client feedback and share this internally to improve the product/service or improve the support processes
- Encourage customer advocacy and referrals through surveys, case studies, testimonials etc.
- Work with the marketing team to plan customer communications
- Act as a personal advocate for our brand on social media
Hours and location:
The role is based at our UK office in Benton, a short distance from the centre of Newcastle Upon Tyne. Office work is required for this role, but there may be potential for hybrid working once established in the position. Our standard office hours are 09:00 – 17:30, Monday – Friday.
The Candidate Skills and experience:
- Excellent communication skills and fluency in spoken and written English
- Confident in speaking to customers
- Confident with technology and intuitive when learning new software suites.
- Problem solving skills
- An ability to empathise and understand customer needs
- A passion for delivering brilliant customer service
- Ability to work under pressure
- This is not a call centre role – we are a small office based team. This role however may be suited to a person with 1+ years customer service, call centre or technical support experience, who can confidently interact with our clients and colleagues and build relationships.
Benefits:
- 22 days paid annual leave plus public holidays
- Additional Christmas shutdown leave
- Pension scheme
- Quarterly social events
- Annual discretionary bonus scheme
- Employee Assistance Programme with Group Life Insurance (Death in service), mental health support, 24/7 remote GP access and healthy habits app with rewards
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of; Customer Success Manager, Customer Success Executive, Customer Excellence Manager, Client Support, Customer Services Manager, Customer Services Executive, Customer Success Consultant, Experienced Customer Services Manager and Experiences Customer Services Executive may also be considered for this role.
Overseas candidates will NOT be considered for this role. We are not sponsoring Visa’s at this time, so please refrain from applying unless eligible to work in the UK.
