Job description
SUMMARY
The Supplier Success Professional (Customer Support) will assist in developing and maintaining a world-class prequalification system for contractors, suppliers and vendors by being the first point of contact for all Avetta customers.
This position is an entry level/early career role and is full time.
After the initial 4 weeks of training in office, this is a hybrid role in our Newcastle office with 3 days working in office and 2 days working remotely. Only qualified candidates who currently reside within commutable distance of Newcastle will be considered at this time.
Pay rate: $28.12-28.64 AUD/hour DOE
Please note: This role requires full working rights in Australia, without current or future sponsorship. Proof of this is required to be produced during the final stages of the selection process.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide professional support to all Avetta customers
- Ability to research, clarify and resolve every issue providing solutions and or/alternatives for the desired outcome with focus on customer experience
- Interact directly with Avetta customers through telephone, email and chat
- Prioritize and resolve customer needs
- Accurately verify details on regulatory documents
- Record details of interactions in Service Cloud (SFDC)
- Provide necessary outbound follow-up, both via phone and email
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Escalate customer complaints and seek reach out options to provide additional assistance
- Share feature requests and effective workarounds with team members
- Educate customers about new features and functionalities
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Communicate and coordinate with internal departments
- Work as a team and be a positive addition to Avetta’s culture
- Performs other duties as assigned
- May be required to attend training, meetings, or seminars
- Contribute and report towards the team KPIS and objectives
- Assist in training junior Customer Support Representatives
IDEAL QUALIFICATIONS:
- Experience as a Customer Support Specialist or similar CS role
- Excellent communication skill – both written and orally
- Ability to Active listen and think 2 steps ahead
- Working PC knowledge, windows preferred and related applications (IT industry is an advantage)
- An affinity for learning online software systems
- Interpersonal skills
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Adaptability
- Self-Motivated
- Stress/Patience tolerance
- Ability to learn and apply new information or skills
METRICS THAT MATTER:
- Customer Satisfaction (CSAT) Survey Scores
- Number of calls, chats and cases as defined by department
- Quality Scores
- Adherence & Productivity
- Regular and Predictive Attendance
