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Customer Success Associate

5 months ago

Belfast, United Kingdom Mediahuis Full time

**Role: Customer Success Associate**

**Location: Belfast (office based)**

**Role Purpose**This office-based role will contribute to the efficient and effective operations of this critical customer function as a virtual centralised customer function.**

**Working hours will range between 9AM - 6PM, Monday to Friday (9am-5pm/10am-6pm)**

**Role Responsibilities **(Overview)- Support the customer base through their self-serve journey of placing their own adverts online on the customer portal
- To support customers through the processes of log-in, registration, select publication, choose dates, build ad, pay for, and place the classified or in memorial advertising needs and handle any queries, questions and escalations arising from those customer interactions
- Handling customer queries and escalations from any face-to-face contacts who are “walk-ins” within our regional office footprint
- Generate outbound calls to existing and new customers so that we can support their ad-taking requirements and follow-up on reminders or any other customer contact activities that relate to ad taking
- Other responsibilities as determined by management

**Experience & Qualifications** (Minimum Experience & Essential Knowledge)- 2+ years’ experience of customer management or call centre environments preferred
- A strong ethos of putting the customer first and delivering to sales and customer targets
- Excellent verbal and written communications skills
- Excellent inter-personal skills to lead and motivate a team of customer obsessed individuals

**Skills & Attributes**

**Skills**
- Excellent verbal and written communication skills
- Great attention to detail and accuracy of text
- A customer focused ethos obsessed with delivering outstanding service to our customers
- Proven track record of managing customers in a face-to-face situation
- Adaptable approach to fast changing advertising and sales environment
- A background understanding of digital and print classified and BMD’s order processing
- Great computer literacy

**Attributes**
- Customer obsessed
- Great communicator
- Skilled relationship builder
- Adaptable and flexible
- Proactive and resilient
- Problem solver
- Willingness to learn

**Our Benefits**
- 25 days annual leave
- Enhanced pension contributions
- Maternity pay
- Sick pay
- Life assurance
- Income protection
- Educational assistance
- Employee Assistance Programme