Mercier Consultancy is seeking a dedicated Croatian-Speaking Customer Service Representative for our Client's E-Commerce Platform, based in Greece. In this important entry-level role, you will provide exceptional support to Croatian-speaking customers, assisting them with their online shopping experience and ensuring high levels of satisfaction. Your fluency in Croatian will be essential as you handle inquiries related to product information, order processing, returns, and other customer concerns, helping to enhance the overall user experience on the platform. Responsibilities - Deliver excellent customer service in Croatian via phone, email, and chat to support e-commerce platform users - Assist customers with product inquiries, order placement, shipment tracking, and returns - Handle customer complaints and resolve issues promptly and professionally - Maintain accurate records of customer interactions in the CRM system - Collaborate with internal teams to ensure smooth order fulfillment and customer satisfaction - Gather customer feedback to support continuous improvement of services - Stay informed about product updates and e-commerce trends

• Own the strategy and execution for cloud modernization, including re-platforming legacy systems, standardizing deployment patterns, and improving scalability and resilience • Build and evolve core platform capabilities such as CI/CD, infrastructure automation, environment management, and service tooling • Drive architectural consistency across a growing B2B SaaS platform while enabling team autonomy • Establish and lead a Shared Services engineering team responsible for foundational platform services, focusing initially on identity, authentication, and authorization • Define ownership boundaries between shared services and application teams, emphasizing enablement over control • Partner closely with product and application engineering teams to drive adoption of shared services through strong APIs, documentation, tooling, and developer experience • Treat shared services as internal products: define roadmaps, SLAs, reliability expectations, and success metrics • Establish reliability engineering practices including SLOs/SLIs, error budgets, incident response, postmortems, and capacity planning • Improve observability and operational readiness through monitoring, alerting, tracing, and runbooks • Work with application teams to improve operability, resilience, and production readiness through better design patterns and automation • Lead and grow teams across platform engineering, shared services, and DevOps/SRE • Build a performance-oriented culture rooted in learning, coaching, and accountability • Define and track platform success metrics such as reliability, developer satisfaction, delivery speed, and operational efficiency • Partner with Engineering, Product, and Architecture leadership to align platform investments with business outcomes

• Shape the platform and infrastructure that everything else runs on • Improve the full dev loop: local development, CI/CD, deployment, and production feedback • Define and drive standards around testing, IaC, observability, and secure delivery • Build shared tooling, templates, and golden paths • Own secure delivery end-to-end • Stay ahead of the shifting security landscape • Shape repos and tooling so coding agents can navigate them efficiently • Measure impact against DORA metrics and qualitative signals from engineering teams

Overview of the role  Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.   We are now looking for an experienced Customer Success Manager and Technology Trainer who will be helping our customers drive adoption by delivering training focused on Power Platform.    What will you be doing?  - Deliver remote and face to face customer meetings, delivering training on Power Platform  - Maintain existing and create new training materials to ensure they are accurate, up-to-date, and reflective of current and future offerings.  - Evaluate responses to delivered training programmes in order to make recommendations for improvements  - Build knowledge on tenancy policies to be able to advise customer their impact on usage and training.  - Proactively research new technical features, updates, and new products, ensuring training follows industry best practice, is relevant and up to date.  - Be responsible for liaising with account managers and setting up customer scoping meetings to explore opportunities and understand their requirements, in particular on more technical aspects of Power Platform  - Develop and plan proposal and statement of works documents based on customer requirements  - Draft technical delivery documents for PoCs    Why you should apply?  At Phoenix, our philosophy is simple – we aim to be the UK’s leading IT solution and managed service provider and that means we recognise that it’s our people who are the heart of everything we do.  We do this by providing the encouragement, support and skill development that you need to be the very best you can be at work. We are proud of our culture, so much so that we have developed our Culture Blueprint which you can read here.    What are we looking for?  - Proven experience in a similar Customer Success or IT Trainer role   - Excellent knowledge of Power Platform and at a Technology level around Cloud, migration and upgrade strategies, support, and managed services.  - Excellent verbal and written communication skills. Actively listens and asks relevant questions. Demonstrates persuasive and effective presentation skills.  - Presentable, articulate and personable.      Practical stuff  Where is the role based?  Our HQ is in Pocklington (YO42), this role can be remote in the UK with occasional visits to the office.  How many interviews?  Following a screen with the Recruitment Team you can expect a two-stage interview process which includes a presentation.  What are the benefits?  You can read about the benefits on offer here 😊    *Important* BPSS Check  As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a Baseline Personal Security Standard (BPSS) check. While some employees require further security clearance, the BPSS check is a must-have requirement and all offers of employment are conditional pending the passing of this check    Have you made it this far?    If you’re still reading, we think there’s a strong chance you might be our kind of person.    Here’s the thing, though — research suggests that 60% of women and underrepresented people might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself.    We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the more successful we will be.