Supplier Success Professional

2 months ago

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

At Avetta, we are seeking a highly skilled and motivated 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.

This is an exciting opportunity for an early career professional to join our dynamic team and contribute to the growth and success of our organization. As a Supplier Success Professional, you will be responsible for providing exceptional customer support to our clients, resolving issues, and ensuring a seamless experience.

Key Responsibilities:

  • Provide professional support to Avetta customers through various communication channels
  • Research, clarify, and resolve customer issues, providing solutions and alternatives to achieve desired outcomes
  • Interact directly with customers, prioritizing and resolving their needs in a timely and efficient manner
  • Verify details on regulatory documents and record interactions in our Service Cloud system
  • Provide necessary follow-up, both via phone and email, to ensure customer satisfaction
  • Analyze and report product malfunctions, updating our internal databases with relevant information
  • Educate customers about new features and functionalities, gathering feedback to 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 role
  • Excellent communication skills, both written and oral
  • Ability to actively listen and think critically
  • Working knowledge of PC applications, with an advantage in the IT industry
  • Interpersonal skills, problem analysis, and problem-solving abilities
  • Attention to detail and accuracy, adaptability, and self-motivation

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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