December CX Champ - Jordan

If you've been lucky enough to have Jordan take care of you at Amber you'll know all about the exceptional support and empathetic care he offers that have made him CX champ of the month. But there are probably also a few things you might not know about this Senior Operations Specialist - like the fact that he's an accomplished jazz guitarist.

Today Jordan's our resident billing and basketball expert with his many skills and interests including CrossFit, cooking, and gaming. Alongside delivering a fantastic customer experience, Jordan works closely with the billing and collections team on projects to make the billing experience better for our customers. He has a keen eye for detail and is ready to tackle any challenges that come his way.

Take a read through some of the amazing feedback that he has received from our customers:

"I’ve found Jordan to be absolutely wonderful, Jordan has taken my personal circumstances into consideration and has been compassionate and supportive.

In fact Jordan has been so understanding with me the service I have received has been head and shoulders above any other company I’ve ever dealt with.

Thank you Jordan ❤️"

"Jordan was great to deal with and he explained in detail everything that happened. Great service!"

"Jordan is an asset to your company. He looked after us after a few hiccups, and with great communication and knowledge. I appreciate that so much."

"Very happy with the customer service. It’s nice to speak with a real person in Australia."

"Jordan was extremely helpful. He is an asset to your company. Thank you"

"The quality of customer service from Amber has been excellent and should be used as a case study. Beyond the service, I feel like the staff are empowered to answer questions with authority. This has been a breath of fresh air."

1. When did you join Amber?

March 2022

2. Tell us a bit about your background…

I graduated in 2011, went to Jazz music school playing the guitar in 2012, was then in a full-time basketball academy training every day during 2013. Xmas 2013 I flew to LA and went to college playing basketball for a few years. Returned in 2016 and since then have worked for various companies and most recently worked at NAB managing their Small Business Customer Care team.

3. What has been your most memorable customer experience?

Whilst I was at NAB there was a gentleman behind by quite a lot in debt and was going through a hard time. After assessing his situation I sought approval to write off his entire debt for him. I told him what we were going to do for him and he broke down into tears, non-stop thanking me and couldn’t believe it. Later one of his family members told me, “I truly believe you saved a life today”. This will always stick with me.

4. What do you love about working at Amber?

Amber’s flexibility and their passion for not only their customers but their people. I’ve worked with many companies where they disregard and don’t have any focus on their employees and it results in a place where you don’t want to work. That is the complete opposite at Amber; the working environment is fantastic and makes coming to work every day a pleasure.

5. What’s been your most inspiring moment?

I don’t have one moment in particular, but I’d say my mum is the biggest inspiration to me. She raised 3 kids on her own, where I saw her go many nights not eating just so the kids could. Seeing her go through struggles and being able to put us all through high school and be well-equipped to live a prosperous life inspires me to be a stronger and more resilient person.

6. What do you like to do when you’re not working on getting Australia to 100% renewables and saving customers money on their energy bills?

In my spare time I like to stay fit, either by going to the gym or playing basketball, or recently doing CrossFit, though I’m not the best at it and it DESTROYS me every time. I’m a bit of a nerd, so I’m into games, technology (I built my own gaming computer), Marvel. Then last but definitely not least, I LOVE food, so I enjoy cooking new recipes or trying new foods.

7. Any energy saving/sustainability tips you want to spruik?

Use a clothesline instead of a drier!

8. Favourite show/ movie at the moment?

My favourite show of all time is The Office (U.S version). Favourite movie of all time I’d probably say Avengers: End Game (that scene where they all return through Dr. Strange’s portals is such an epic moment, get goosebumps everytime!). Currently I’m watching the Good Doctor, which is a pretty good show, and practically makes you cry in every episode!

9. What's on your bucket list?

I would love to go to Europe, specifically Italy and Greece. I love their food and to see the scenery/architecture in person would be incredible.

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Thanks Jordan - you really are an asset to our company and we’re lucky to have you!

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