Supplier Success Professional

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: $26.05-27.67 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

MINIMUM 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