Customer Success Advisor

• Serve as the primary contact for customer billing and account enquiries, primarily through phone support, ensuring timely and effective resolution
• Rotate into handling customer requests via a ticketing system as needed
• Provide personalised support to help customers maximise the value of products and services
• Proactively engage with customers over the phone to understand their needs and recommend solutions aligned with business objectives
• Collaborate with internal teams to resolve complex issues and enhance the overall customer experience
• Support sales and retention targets by identifying cross-sell and upsell opportunities
• Maintain accurate records of customer interactions, updates, and outcomes in CMS and ticketing systems
• Stay informed about product updates, industry trends, and customer feedback to improve service delivery

Requirements

• Proven experience in customer support, ideally in a phone-based role with exposure to a commercial or sales-driven environment
• Strong communication, active listening, and problem-solving skills
• Ability to build rapport with customers and provide solutions that drive customer success
• A customer-centric mindset with a passion for delivering exceptional service and helping customers succeed
• Ability to work in a fast-moving environment and to tight deadlines
• Self motivation
• Attention to detail

Core Competencies

Demonstrates expertise in customer support with a focus on phone-based interactions, ensuring effective resolution of inquiries and enhancing customer satisfaction. Proficient in identifying sales opportunities and maintaining accurate records in CMS and ticketing systems.

Highest-signal resume keywords

• Customer Support Experience
• Strong Communication Skills
• Problem-Solving Skills
• Customer-Centric Mindset
• Attention to Detail

Soft Skills

• Active Listening
• Building Rapport
• Self Motivation

Industry Keywords

• Sales-Driven Environment
• Customer Success
• Cross-Sell Opportunities
• Upsell Opportunities
• Service Delivery

Tools & Technologies

• CMS
• Ticketing Systems