Customer Success Advisor

Jobtailor; Worcester; On-site; GBP 24,000 - 32,000; Full time

Job summary

Jobtailor is seeking a customer support professional in Worcester, UK. The role focuses on phone-based billing and account inquiries, with opportunities to upsell and cross-sell.

You will use CMS and ticketing systems to track interactions and outcomes, while collaborating with internal teams to resolve complex issues and improve service delivery. The ideal candidate has proven customer support experience, strong communication, active listening, and problem-solving skills, and a customer-centric

Qualifications

• Proven experience in customer support, ideally in a phone-based environment with commercial or sales exposure.
• Strong communication, active listening, and problem-solving skills.
• Ability to build rapport with customers and provide solutions that drive customer success.

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 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

Skills

Customer support

Phone communication

Active listening

Problem solving

Rapport building

Sales awareness

Tools

CMS

Ticketing Systems

Job description

• 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