Giacom’s market-leading platform, Cloud Market, provides one place where partners can procure and manage comms, cloud, hardware, mobile and IT products and services, from the world’s leading vendors and service providers.

The Customer Success Advisor will provide direct support to the Communication and Connectivity 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.

What you'll be doing

• 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.

Your 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, organise workload and meet deadlines efficiently.
• Attention to Detail: Pay meticulous attention to detail in all tasks.
• Positive Attitude: Interact with a friendly, polite, and professional demeanour.
• Proficiency in MS Office: Be a competent user of Microsoft Office tools, including Outlook, Teams and Word.

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.