Customer Support Specialist

1 month ago

Newcastle, New South Wales, Australia Avetta Full time

Job Title: Customer Support Specialist - Prequalification Expert

About the Role:

We are seeking a highly skilled and customer-focused Customer Support Specialist - Prequalification Expert to join our team at Avetta. This is an exciting opportunity for someone who is passionate about delivering exceptional customer experiences and has expertise in prequalification systems.

About You:

To be successful in this role, you will need to have excellent communication skills, both written and verbal, as well as the ability to think critically and problem-solve effectively. You will also need to have a strong understanding of IT systems and applications, particularly in the context of prequalification processes.

Key Responsibilities:

  • Provide high-quality support to customers through various channels, including phone, email, and chat
  • Analyze and resolve complex customer issues, providing solutions and alternatives that meet their needs
  • Interact directly with customers to understand their requirements and provide tailored support
  • Prioritize and manage multiple customer interactions simultaneously
  • Verify details on regulatory documents accurately and efficiently
  • Record customer interactions in Service Cloud (SFDC) and update internal databases with relevant information
  • Escalate customer complaints and seek additional assistance when necessary
  • Share feature requests and effective workarounds with colleagues
  • Educate customers about new features and functionalities
  • Gather customer feedback and share it with product, sales, and marketing teams

Requirements:

  • Experience as a customer support specialist or similar role
  • Excellent communication skills - written and oral
  • Ability to active listen and think critically
  • Working PC knowledge, windows preferred, and related applications (IT industry is an advantage)
  • Interpersonal skills
  • Problem analysis and problem-solving
  • Attention to detail and accuracy
  • Adaptability
  • Self-motivated
  • Stress/patience tolerance

Benefits:

This is a full-time role based in Newcastle, Australia. The salary range is $26.05-$27.67 AUD per hour, depending on experience. The position requires full working rights in Australia without current or future sponsorship. Please note that proof of this is required during the final stages of the selection process.

Metric That Matters:

The key performance indicators for this role include customer satisfaction survey scores, call volume, quality scores, adherence, productivity, regular attendance, and predictive attendance.

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