Customer Success Advisor

Company overview:

Team.Blue was created in June 2019 by the merger of the regional leading hosting providers Combell Group, Register Group and TransIP Group.

team.blue is an ecosystem of successful brands working together across regions to provide customers with everything they need to succeed online. 40+ successful brands make up the group; within those brands, over 2300 experts serve its 2.5+ million customers across Europe and beyond.

Why choose team.blue?

We want every member of our team to achieve more than they thought was possible so that we can keep supporting our customers to succeed. We do this with:

• A diverse and inclusive culture
• Access to flexible working opportunities
• A relaxed, collaborative atmosphere
• Motivational, coach-style leadership
• Employee perks, including an enhanced holiday scheme and a birthday bonus.

What we do

We make succeeding online as easy as it can be for our customers. We:

• Provide award-winning IT services.
• Keep our products accessible and competitive.
• Offer a diverse range of products to allow customers to grow.
• Are customer-obsessed, offering multi-channel exceptional support.

Our values

The five characteristics that drive our behaviours and the heart of our business culture.

• We put our customers at the heart of everything we do.
• We’re stronger together and we trust each other to do the right thing.
• We tell it like it is and keep doors and minds open.
• We treat each other with respect and regard.
• We’re always thinking ’what’s next?

Job Description:

As a Customer Success Advisor, you will play a key role in ensuring our customers have a seamless experience with our products and services.

Your primary responsibility will be managing billing and account enquiries, while also guiding customers to achieve success with our products. This role will predominantly involve handling customer interactions via phone calls, though you may also rotate into managing customer enquiries through a ticketing system. You will be part of the Customer Care team, operating within a commercial model, and contributing to sales-driven targets and customer retention.

Key responsibilities:

• 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 our ticketing system as needed.
• Provide personalised support to help customers maximise the value of our products and services.
• Proactively engage with customers over the phone to understand their needs and recommend solutions that align with their business objectives.
• Collaborate with internal teams to resolve complex issues and enhance the overall customer experience.
• Support the achievement of sales and retention targets by identifying cross-sell and upsell opportunities during customer interactions.
• 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 continuously improve service delivery.

Experience & Skills:

• 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.

Competencies:

• Providing excellent customer service.
• Delivering business results.
• Teamwork.
• Ability to work in a fast-moving environment and to tight deadlines
• Self motivation.
• Attention to detail.