Archive:Customer Service
From JumbaWiki
The Staff at Jumba pride themselves on their Customer Service standards. Jumba's OneService policy is what sets Jumba apart from other online service companies. There are no "departments", there is no "push 1 to speak to someone, push 2 to speak to someone else", just a single point of contact for each communication method. This policy has helped our company cement it's reputation for outstanding customer service and support to our valued clients.
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Contact methods for Customer Service
Jumba uses Cerberus Helpdesk as its email ticketing and tracking system. Customers email service@jumba.com.au, then the email message is piped into the Cerberus Helpdesk software. E-mail is answered from 9AM to Midnight AEST. The average response time for email is less than one hour, but sometimes less than fifteen minutes.
Live Chat
At the top right hand corner of every Jumba website, a link can be found for Live Chat. Live chat is usually open from 9AM to Midnight AEST and various times over the weekend and public holidays. Live Chat can be used for all Sales questions, and limited Technical Support enquiries. Jumba prefer you email any Technical Support enquiries.
Phone
Jumba can also be contacted by phone using your conventional phone or a Voice Over Internet Protocol (VoIP) service. Jumba can be phoned for enquiries including Sales, Billing and Technical Support. You can phone Jumba on weekdays from 9AM to 6PM AEST. If the Jumba staff are busy, a message will inform you to use another contact method. Jumba can be phoned on 1300 855 554 or if you are using a VoIP service, (03) 9018 9870 which is a free call from Engin2Engin.
Postal
Jumbas postal address is GPO Box 112, Melbourne VIC 3001.
