Supplier Success Professional (B2B Customer Support)
<p><em><span data-teams="true">Avetta is building the largest global community of hiring clients and suppliers that are Ready to Work. Its unified platform streamlines compliance, prequalification, safety and performance benchmarking in a single, integrated experience. Trusted by 360,000 businesses across more than 120 countries, Avetta blends AI-driven insights and human expertise to close risk gaps and strengthen supplier reliability so projects start on time, risks are managed proactively and operations scale with certainty.</span></em></p>
<p><u>SUMMARY</u></p>
<p>The Supplier Success Professional (Customer Support) will assist in developing and maintaining a world-class prequalification system for contractors, suppliers and vendors by being the first point of contact for all Avetta customers. </p>
<p><strong>This position is an entry level/early career role and is full time.</strong></p>
<p><strong>This is a hybrid role in our Newcastle office (Tues-Thur in office, Mon/Fri work from home). Only qualified candidates who currently reside within commutable distance of Newcastle will be considered at this time.</strong></p>
<p><strong>Pay rate: $29.45-30.00 AUD/hour DOE</strong></p>
<p><strong>Please note: This role requires full working rights in Australia, without current or future sponsorship. Proof of this is required to be produced during the final stages of the selection process.</strong></p>
<p><u>ESSENTIAL DUTIES AND RESPONSIBILITIES:</u></p>
<ul>
<li>Provide professional support to all Avetta customers </li>
<li>Ability to research, clarify and resolve every issue providing solutions and or/alternatives for the desired outcome with focus on customer experience </li>
<li>Interact directly with Avetta customers through telephone, email and chat</li>
<li>Prioritize and resolve customer needs</li>
<li>Accurately verify details on regulatory documents</li>
<li>Record details of interactions in Service Cloud (SFDC)</li>
<li>Provide necessary outbound follow-up, both via phone and email</li>
<li>Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)</li>
<li>Update our internal databases with information about technical issues and useful discussions with customers</li>
<li>Escalate customer complaints and seek reach out options to provide additional assistance</li>
<li>Share feature requests and effective workarounds with team members</li>
<li>Educate customers about new features and functionalities</li>
<li>Gather customer feedback and share with our Product, Sales and Marketing teams</li>
<li>Communicate and coordinate with internal departments</li>
<li>Work as a team and be a positive addition to Avetta’s culture</li>
<li>Performs other duties as assigned</li>
<li>May be required to attend training, meetings, or seminars</li>
<li>Contribute and report towards the team KPIS and objectives</li>
<li>Assist in training junior Customer Support Representatives</li>
</ul>
<p><u>IDEAL QUALIFICATIONS:</u></p>
<ul>
<li>Experience as a Customer Support Specialist or similar CS role</li>
<li>Excellent communication skill – both written and orally</li>
<li>Ability to Active listen and think 2 steps ahead</li>
<li>Working PC knowledge, windows preferred and related applications (IT industry is an advantage)</li>
<li>An affinity for learning online software systems</li>
<li>Interpersonal skills</li>
<li>Problem analysis and problem-solving</li>
<li>Attention to detail and accuracy</li>
<li>Adaptability</li>
<li>Self-Motivated</li>
<li>Stress/Patience tolerance</li>
<li>Ability to learn and apply new information or skills</li>
</ul>
<p><u>METRICS THAT MATTER:</u></p>
<ul>
<li>Customer Satisfaction (CSAT) Survey Scores</li>
<li>Number of calls, chats and cases as defined by department</li>
<li>Quality Scores</li>
<li>Adherence & Productivity</li>
<li>Regular and Predictive Attendance</li>
</ul>
<p> </p>
This listing is from Greenhouse. View original listing ↗