Supplier Success Professional

2 months ago

Sydney, 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 while focusing on customer experience.
  • Prioritize and resolve customer needs in a timely and efficient manner.
  • Verify details on regulatory documents with accuracy.
  • Record interactions in Service Cloud (SFDC) and provide necessary outbound follow-up.
  • Analyze and report product malfunctions, updating internal databases with technical issues and customer discussions.
  • Educate customers on new features and functionalities, gathering feedback to share with 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.

About Avetta:

Avetta is a leading provider of supply chain risk management solutions. We empower organizations to make informed decisions about their suppliers and partners, ensuring a safer and more sustainable supply chain.

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