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Customer Success Advocate

2 months ago

Manchester, United Kingdom MECS Communications Ltd Full time
Customer Incident Success Technician

At MECS Communications Ltd, we're seeking a skilled Customer Incident Success Technician to join our team. As a key member of our customer success team, you will be responsible for delivering exceptional customer experiences and ensuring our partners and customers achieve their goals through our product and service offerings.

Key Responsibilities:
  • Provide timely and effective support to customers via various contact channels, resolving complex issues and collaborating with the wider team to achieve first contact resolution.
  • Develop a deep understanding of customer challenges and provide insights to inform service improvements, driving customer satisfaction and value enhancement.
  • Stay up-to-date with product knowledge and expertise, sharing your expertise with colleagues and customers to enhance their experience.
  • Identify opportunities for process improvements and contribute to the development of initiatives that optimize service processes, tools, and systems.
Requirements:
  • Excellent customer success and service skills.
  • Previous experience with Telecoms products is desirable.
  • Strong analytical and problem-solving skills, with a track record of delivering solutions.
  • Tenacity in finding root causes and ensuring sustainable fixes.
  • Able to manage own time and work under pressure to deadlines.
  • Effective communication and collaboration skills.

We're an equal opportunities employer and welcome applications from diverse candidates. If you're passionate about delivering exceptional customer experiences and have the skills and expertise to succeed in this role, we'd love to hear from you.