Job Title:
Customer Success Associate
Department:
Advertising
Function:
Sales
Reporting to:
Customer Success Team Lead
Location:
Kerry
Who We Are
We are an International Media Group with a commanding presence in Belgium, the Netherlands, Ireland, Germany, and Luxembourg. As a publisher,
we believe
unconditionally in independent journalism and strong and relevant media that makes a positive contribution to people and society.
With more than 30 news brands across 5 countries, we bring information to the world, provide clarity on the global agenda, and positively contribute to people and society.
Our brands are at the heart of society: they inform, represent, and unify their readers. Our independent and outstanding journalism enables readers to form objective opinions on subjects which are important for themselves or society. This enables people to make informed decisions and balanced choices.
Role Purpose
As a Customer Success Associate, you'll support customers placing classified ads (such as family notices or job ads) in our print and digital publications. You'll help both new and regular customers over the phone and by email, ensuring they have a smooth experience from start to finish.
This role involves a mix of inbound support, outbound follow-ups (including sales and cold calling), and email communication to help customers place ads, answer queries, and ensure deadlines are met.
Role Responsibilities
(Overview)
* Help customers place ads by phone, email, or through our self-service website (YourAdNow).
* Guide users through account setup, choosing publications, dates, ad types, and completing payment.
* Handle queries or problems and make sure everything runs smoothly.
* Call existing or lapsed customers to offer reminders, special deals, or assist with new advertising needs.
* Encourage customers to move from print to digital advertising options.
* Keep track of customer orders and follow up if issues arise.
* Support advertising and sales team initiatives as needed.
Experience & Qualifications
(Minimum Experience & Essential Knowledge)
* 3+ years in customer service, sales, or a related role.
* Comfortable with phone-based and email-based customer support.
* Proven ability in outbound calling and upselling.
Skills/Attribute
* Strong communication skills (spoken and written).
* Confident handling calls and emails.
* Customer-focused with a friendly, helpful attitude.
* Able to adapt quickly to change and new technology.
* Organised with great attention to detail.
* Positive, proactive, and resilient.
* Eager to learn and grow in a fast-moving environment.
EQUALITY, DIVERSITY & INCLUSION
Mediahuis Ireland values the enrichment that comes from a diverse workforce and seeks to promote equality, prevent discrimination and protect the rights of each individual. We are committed to fostering an environment of equality, diversity and inclusion in our organisation and welcome applications from all individuals. Additionally, we can make reasonable accommodations for a person with a disability during the recruitment process.
Mediahuis Ireland is an equal opportunities employer.