Customer Support Specialist

2 months ago

Newcastle, New South Wales, Australia Avetta Full time

About the Role:

The Customer Support Specialist will play a crucial role in developing and maintaining a world-class prequalification system for contractors, suppliers, and vendors. As the first point of contact for all Avetta customers, this individual will provide professional support and assistance in resolving issues and providing solutions.

Key Responsibilities:

  • Provide exceptional customer support and assistance in resolving issues and providing solutions.
  • Research, clarify, and resolve customer inquiries and concerns.
  • Interact directly with Avetta customers through various communication channels.
  • Prioritize and resolve customer needs in a timely and efficient manner.
  • Accurately verify details on regulatory documents and update internal databases accordingly.
  • Record details of interactions in Service Cloud (SFDC) and provide necessary outbound follow-up.
  • Analyze and report product malfunctions and provide effective workarounds.
  • Educate customers about new features and functionalities and gather feedback for product improvement.
  • Communicate and coordinate with internal departments to ensure seamless customer support.
  • Work as a team and contribute to Avetta's positive culture.

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 and related software systems.
  • Interpersonal skills, problem analysis, and problem-solving abilities.
  • Attention to detail and accuracy, adaptability, and self-motivation.
  • Stress tolerance and 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 and Productivity.
  • Regular and Predictive Attendance.

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