Customer Service Associate

Customer Experience Associate

JNS is seeking an organized, personable and proactive colleague to help grow and manage our readership, members, advertisers and event attendees. This person will take ownership of customer enquiries, help people resolve issues and ensure requests are followed through to completion.

We are looking for an outgoing, customer focused individual.

Key responsibilities

• JNS Wire growth:Take ownership of the day-to-day administration and customer service of JNS’s press release service, from initial enquiry and submission through payment, internal coordination and publication.
• General enquiries:Manage [email protected], respond to questions and requests and coordinate with colleagues when additional help is needed.
• Newsletter reader support:Follow up with previously engaged readers who have unsubscribed to understand their reasons, identify accidental unsubscribes and collect feedback. Help readers update their newsletter preferences or resubscribe when requested.
• Online donations support:Help members update their personal details, payment information and membership status, and resolve questions about billing, renewals, cancellations and benefits.
• Membership engagement: Coordinate regular communication with JNS members, help them access their benefits and perks, and identify opportunities to strengthen the value of membership and encourage renewals.
• Summit ticket support (Jan - May):Handle ticket and registration enquiries, help attendees make changes to bookings, and assist customers who request a phone call to complete payment through JNS’s approved payment process.
• Service improvement:Keep clear records of enquiries and follow-ups, identify recurring problems and share feedback that can improve the customer experience.
• Advertising support:Serve as a customer-facing contact for advertising queries