The Customer Success Advisor will provide direct support to the cloud partner base in a timely and accurate manner. Using all available Internal and External resources to provide a high level of service, putting our partners at the centre of all communications.

Responsibilities & Accountabilities

• Handling Queries and Requests: Address inquiries and information requests from both external partners and internal stakeholders.
• Proactive Customer Outreach: Reach out to our customer base, providing guidance and support related to our products and services.
• End-to-End Query Ownership: Take full responsibility for resolving queries promptly, adhering to team service level agreements (SLAs).
• Customer Service: Provide assistance via phone, email, and live chat.
• Vendor Collaboration: Work closely with vendors to facilitate Number Porting processes.
• Ticket Resolution: Resolve customer tickets related to failed orders, escalating issues to our Technical Support Team where applicable.
• Account Maintenance: Perform account maintenance tasks within our internal systems for our partners.
• Cross-Departmental Coordination: Collaborate with Sales, Cloud Practices, and Service Desk teams as needed.
• Record Keeping: Maintain accurate and up-to-date records in our CRM system.
• Partner enablement: Train and upskill partners, offering demonstrations of Giacom’s Cloud Market and arranging further assistance through our Vendors and internal practices.
• Self-Driven Learning: Stay informed about our product offerings through independent research and utilising internal documentation.
• Empowering Partners: Guide partners in utilising our internal and external tools for self-service.
• Commercial Guidance: Explain product details to partners seeking specific information.
• Ad Hoc Tasks: Undertake additional assignments as required such as number porting.

Qualifications & Experience

• Effective Communication: Demonstrate exceptional written and verbal communication skills across all organisational levels.
• Experience in Customer Services or Sales: Leverage proven experience in customer service or sales roles to provide high-quality support.
• Friendly Telephone Etiquette: Maintain a professional and friendly manner when interacting with stakeholders over the phone.
• Task Management and Deadlines: Successfully handle multiple tasks and meet deadlines efficiently.
• Time Management and Organisation: Exhibit excellent time management and organisational skills.
• Independent Work: Manage and prioritise workloads independently with minimal supervision.
• Attention to Detail: Pay meticulous attention to detail in all tasks.
• Positive Attitude: Interact with a friendly, polite, and professional demeanour.
• Prioritisation Skills: Set priorities for incoming tasks from various sources, even under pressure and with changing priorities.
• Proficiency in MS Office: Be a competent user of Microsoft Office tools, including Outlook, Teams and Word.
• An understanding of the Cloud Services Industry (Advantage but full training will be given).

What's in it for you?

• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
  
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.