Responding to all incoming customer contacts within agreed service levels across multiple brands.
Taking ownership and being accountable for the resolution of the queries of customers that they interact with to an agreed point of handover.
Working with the customer to provide best in class onboarding.
Continually striving for first contact resolution and looking for ways to drive down failure/waste demand.
Actively looking for ways to improve the customer journey and customer experience.
Understanding the Customer Success Mission and translating that into daily activities.
Using questioning skills and techniques to understand the customers needs and offer a solution appropriately.
Demonstrating products to customers to realise the value of those products.
Working to a set of KPIs and SLAs and understanding what impacts the delivery of these metrics.
Following service procedures, policies and standards while identifying what negatively impacts the customer experience.
Escalating all complaints appropriately.
Processing leads and opportunities where identified to the Sales Teams.
Identifying customers who wish to leave the business and escalating these appropriately.
Interacting with other areas of the business to offer the best solution possible to resolve customers queries.

Excellent verbal and written communication.
Great resolution skills and ability to be resilient when required.
Strong experience in either customer services, sales, or success role.
Be of high aptitude and be proactive.
Have strong attention to detail.
Good telephone manner.
Good people skills with the ability to build up relationships both internally and externally.
Strong organisational and planning skills.
Team player and the ability to work effectively under pressure.
Good knowledge of information technology especially Microsoft Office.
Cross-selling and up-selling experience (Desirable)
Experience of working within telecoms/technology industries (Desirable).

Customer Success Executive

Key skills