Customer Service Representative (Supplier Success Professional)

What Avetta Does:

Avetta is a global leader in supply chain risk management and compliance solutions. Our Cloud platform provides clients assurance that their contractors and suppliers operate in accordance with both sustainable business practices and regulatory mandates. Every day, in more than 20 countries, and for some of the largest companies in the world, we qualify suppliers and contractors in operational disciplines including health and safety, environmental impact, corporate social responsibility, financial viability, anti-bribery, and more. We serve as the evaluation layer not for what business a company operates, but rather, how a company operates its business.

We’re profitable, backed by WCAS and TCV, global, and growing rapidly. The company is at an inflection point where our focus is on enabling true global scalability. We’re looking for stellar performers to round out our team, and to drive Avetta through its next phase of evolution.

Summary:

As Customer Service Representative (Supplier Success), you are responsible for developing internal and external customer relationships that promote retention and loyalty. Your role 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. 

This position is an entry level/early career role.

After the initial 4 weeks of training in office, this is a hybrid role in our Newcastle office with 3 days working in office and 2 days working remotely. Only qualified candidates who currently reside within commutable distance of Newcastle will be considered at this time.

Pay rate: $23.97-26.67 AUD/hour

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.

Essential Duties and Responsibilities

• Provide professional support to all Avetta customers 
• Ability to research, clarify and resolve every issue providing solutions and or/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 (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Escalate customer complaints and seek reach out options to provide additional assistance
• Share feature requests and effective workarounds with team members
• Educate customers about new features and functionalities
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Communicate and coordinate with internal departments
• Work as a team and be a positive addition to Avetta’s culture
• Performs other duties as assigned
• May be required to attend training, meetings, or seminars
• Contribute and report towards the team KPIS and objectives
• Assist in training junior Customer Support Representatives

Minimum Qualifications

• Experience as a Customer Support Specialist or similar CS role
• Excellent communication skill – both written and orally
• Ability to actively listen and think 2 steps ahead
• Working PC knowledge, windows preferred and related applications (IT industry is an advantage)
• An affinity for learning online software systems
• Interpersonal skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Adaptability
• Self-Motivated
• Stress/Patience tolerance
• Ability to learn and apply new information or skills

Why Avetta:

• Competitive starting compensation
• Avetta is on the warpath to aggressively grow into the enterprise-level business space in the next 3 years.
• Massive growth opportunities.
• Strong leadership team.
• Recently named a 2020 Career Launching Company, a Top 100 Fastest Growing Companies in UT, and was awarded for the second year in a row a Gold Stevie Award for Best Supply Chain Management Solution.

In this role you will be responsible for the successful service support of our Workforce Management solution to our customers in Australia, and New Zealand. 

What to expect in this process

Our strong team and great culture has been built on finding the right people to join our team, here is what you can expect in our recruitment process:

Stage 1: Apply with resume and cover letter

Stage 2: Shortlisted candidates interview and invited to complete Pegasus Assessment centre.

Stage 3: Hiring Manager Interview

Stage 4: Reference checks 

Stage 5: Welcome to the team  

Applications will be reviewed as they come through, so don't delay, apply today!