WE ARE HIRING
Join us at Team Lazer!
We are looking for a Lazer Customer Success Representative
Lazer Telecom has been in the Algarve the past 35 years. Over the past 24 months it has expanded their fibre internet network rapidly from Quinta do Lago and Vale do Lobo, Vilamoura, Albufeira and Santa Bárbara de Nexe. We are on of the fastest growing ISPs in the Algarve providing triple play services and more.
About the position
Reports to: Head of Sales
As a Customer Success Representative at Lazer, your primary responsibility will be to visit customers post-installation to ensure their satisfaction and address any concerns or issues they may have. Your role will be crucial in driving customer retention, revenue generation, and fostering strong relationships with our valued customers. Additionally, you will be responsible for the technical design and quotation of Wi-Fi solutions so our customers can have an amazing internet experience.
🚀 Conduct on-site visits to customers after the installation of Lazer's fiber or air fiber service.
🚀 Proactively engage with customers to assess their satisfaction levels and ensure they are receiving a seamless and reliable internet service.
🚀 Address any customer inquiries, concerns, or issues promptly and effectively, providing resolutions or escalating to the appropriate internal teams as needed.
🚀 Provide guidance and support to customers on using Lazer's internet service and any associated equipment, such as Wi-Fi routers or other networking devices.
🚀 Perform technical assessments to design customized Wi-Fi solutions based on customer requirements and network specifications.
🚀 Prepare quotations for Wi-Fi equipment and associated services, ensuring accuracy and competitive pricing.
🚀 Identify opportunities for upselling and revenue growth, promoting one-off equipment sales (e.g., Wi-Fi routers) and recurring revenue from the same equipment.
🚀 Collaborate with the Sales team to identify potential upsell opportunities and drive revenue generation.
🚀 Maintain accurate customer records and documentation of interactions, ensuring that customer data is up-to-date in our CRM system.
🚀 Act as a customer advocate within the company, representing customer needs, requirements, and feedback to the relevant internal stakeholders.
🚀 Keep up-to-date with industry trends and competitor offerings, providing insights and recommendations to improve Lazer's customer experience and competitiveness.
🚀 Previous experience in a customer-facing role, preferably in a customer success or account management position.
🚀 Strong interpersonal skills with the ability to build rapport and establish trust with customers.
🚀 Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical customers.
🚀 Proactive and customer-focused mindset, with the ability to identify and address customer needs effectively.
🚀 Strong problem-solving and conflict resolution skills.
🚀 Familiarity with networking equipment and internet connectivity technologies, such as Wi-Fi routers, fiber optics, or wireless networks, is a requirement.
🚀 Ability to perform technical assessments, design Wi-Fi solutions, and prepare accurate quotations.
🚀 Ability to work independently and manage multiple customer accounts simultaneously.
🚀 Proficiency in using CRM software and other customer management tools.
🚀 Flexibility to travel and conduct on-site visits to customer locations as required.