Customer Support Advisor

Customer Support Advisor

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Key responsibilities:

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Validations

• Build a rapport and strong relationship with customers by offering support and advice throughout the onboarding and validation process
• Validate online questionnaires with close attention to detail and with reference to standard processes and procedures
• Accurately log and update customer records on the status of their questionnaires
• Advising and processing fee payments for new and renewing customers.
• To be a proficient user of the validation process within our business system
• Identify ways in which processes and procedures can be streamlined and made more efficient
• Active participation in team meetings to share and communicate information
• Consistently meet or exceed personal targets
• Escalate customer issues to the Operations Manager or Country Manager

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Front line customer support

• Make high volume of outbound calls per day to supplier customers to explain the benefits of our service; to help customers who are registering for the first time; to assist with customers who are renewing their subscription
• Accurately log and maintain records of customer contact, activity, and outcome of calls on our CRM (Customer Relationship Management) system
• Provide accurate and clear information to supplier customers, explaining the benefits of our service and the processes involved to complete an online questionnaire required by our buyer customers
• First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on questionnaire application and process status
• Speak with supplier customers about their subscription fee, how to make payment etc
• Working consistently to ensure personal targets relating to call rates are consistently met and exceeded

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Key requirements

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Knowledge and experience

• Proven experience of working in a customer service environment
• Customer contact through inbound and high volume of outbound calls

• Working knowledge of data management and data analysis
• Demonstrable experience of process improvement
• Proven track record of working to deadlines and targets
• Ability to adapt to the needs of a growing business

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Qualifications and skills

• Education to degree level or equivalent (preferable)
• Highest accuracy and attention to detail
• Strong organisational skills
• Detailed working knowledge of Excel (preferably to Intermediate level)
• Good knowledge of other MS Office applications
• Articulate with a confident telephone manner
• Strong communicator with good interpersonal skills
• Commitment to provide excellent customer service at all times
• Flexible in approach

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Salary and remuneration

This post will attract a competitive salary and our benefits include:

• Superannuation
• 25 days holiday per year + statutory holidays
• Blended working - some days in the office and some days working at home
• Paid leave including but not limited to personal sickness/carer’s leave; parental leave; compassionate leave etc

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The Company

Hellios Information PTY Limited is a leading supplier information and risk management company operating in the Defence and Aerospace sector. Established with the primary objective to benefit major blue-chip companies and their suppliers, Hellios provides a single streamlined approach by sharing data across an industry community in areas such as modern slavery, cyber security and GDPR.

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Based in Brisbane, Hellios Information Pty Limited was established in 2023 and is a subsidiary of Hellios Holdings, a global organisation with offices in the UK, Ireland, The Netherlands and Spain.  The Company also offers it services to organisations in the Financial Services industry in Europe.

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At Hellios, we are guided by an ethos centred on delivering unparalleled service quality and innovative technology. Our commitment rests upon nurturing enduring, sustainable relationships with both our buyer and supplier customers. For further information on our core values shaping the culture embraced by our team, partners, and our customer-centric approach, please visit our website at www.hellios.com.

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Further information:

The Company offers good career prospects and further opportunities as a team leader; a technical lead role in Operations as well as account management.

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