Supplier Success Professional

2 months ago

Newcastle, New South Wales, Australia Avetta Full time
Job Title: Supplier Success Professional

Avetta is seeking a highly motivated and detail-oriented Supplier Success Professional to join our team. As a key member of our customer support team, you will play a critical role in developing and maintaining a world-class prequalification system for contractors, suppliers, and vendors.

Key Responsibilities:
  • Provide exceptional support to Avetta customers through various communication channels, including phone, email, and chat.
  • Research, clarify, and resolve customer issues, providing solutions and alternatives to achieve desired outcomes.
  • Prioritize and resolve customer needs in a timely and efficient manner.
  • Verify details on regulatory documents and record interactions in Service Cloud (SFDC).
  • Provide necessary outbound follow-up and analyze product malfunctions to improve customer experience.
  • Escalate customer complaints and seek additional assistance when necessary.
  • 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 to ensure seamless customer support.
Requirements:
  • Experience as a Customer Support Specialist or similar CS role.
  • Excellent communication skills, both written and oral.
  • Ability to actively listen and think critically.
  • Working knowledge of PC applications, particularly in the IT industry.
  • Interpersonal skills, problem analysis, and problem-solving abilities.
  • Attention to detail and accuracy.
  • Adaptability, self-motivation, and stress tolerance.
Metrics That Matter:
  • Customer Satisfaction (CSAT) Survey Scores.
  • Number of calls, chats, and cases as defined by the department.
  • Quality Scores.
  • Adherence and Productivity.
  • Regular and Predictive Attendance.

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