Supplier Success Professional (Customer Support) at Avetta

Avetta

Newcastle, New South Wales, Australia·1w ago

Mid LevelFull-time

Salary Range

$72,250 - $97,750 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

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.

Key Responsibilities

→Provide professional support to all Avetta customers
→Research, clarify, and resolve every issue providing solutions and alternatives for the desired outcome with focus on customer experience
→Interact directly with Avetta customers through telephone, email, and chat
→Prioritize and resolve customer needs
→Accurately verify details on regulatory documents
→Record details of interactions in Service Cloud (SFDC)
→Provide necessary outbound follow-up, both via phone and email
→Analyze and report product malfunctions
→Update internal databases with information about technical issues and useful discussions with customers
→Escalate customer complaints and seek additional assistance
→Share feature requests and effective workarounds with team members
→Educate customers about new features and functionalities
→Gather customer feedback and share with Product, Sales, and Marketing teams
→Communicate and coordinate with internal departments
→Work as a team and be a positive addition to Avetta’s culture
→Assist in training junior Customer Support Representatives