Role Summary
Working in a high-volume target driven environment, to contribute to supplier retention through verifying supplier submissions in a timely and accurate manner, resolving issues and rejections in a pro-active way.
To take ownership and deliver outstanding levels of customer service and technical support when dealing with customer enquiries received through a variety of channels (phones, emails and chat) by providing highly knowledgeable and solution-orientated support.
Job Responsibilities
* To accurately verify documents submitted by suppliers, based on set-criteria and in-line with the agreed processes, providing support and guidance throughout the process.
* To make outbound calls in an efficient and timely manner to support customers with their submissions either by requesting data updates, providing further information, or resolving issues, escalating where applicable.
* To help customers troubleshoot issues they encounter while using our platforms and provide actionable solutions to resolve their problems across the different channels we support.
* To take ownership of a customer’s query and provide resolution on first contact where possible, or to follow up with customer to ensure full resolution of issue.
* To provide accurate responses to customer queries, seeking clarification where required to ensure the correct response is provided.
* To ensure an outstanding level of quality and customer service is achieved when speaking to customers via all communication channels in line with our policies.
* To work within the KPIs set and self-manage personal performance against business and personal targets set.
* To meet regularly with their team-lead to give feedback and help improve the customer support culture, response times and tools to improve our internal and external experience.
* To support the Team Leaders and Team Members with a positive attitude and willingness to achieve a high standard of working practice.
* To support new starters with training and mentoring where requested.
* To work closely with other teams, and support when required, to ensure a positive customer experience.
Knowledge, Skills, Experience and Qualifications
* Minimum 1-2 years’ experience in a busy office administration/technical support type role working across different systems, with the ability to learn and understand new systems quickly.
* A customer-centric approach with strong listening, questioning and problem-solving skills.
* Attention to detail with good administrative and organisational skills, ability to prioritise.
* Ability to work under pressure and to multi-task across the different channels.
* Positive, self-driven and results orientated whilst working well as part of a team.
* A passion for technology.
What we offer
As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:
* Wellness fund or Private Medical Insurance (dependent upon role)
* Pension
* Life Assurance x 3
* 25 days holiday plus 8 Bank Holidays
* Ongoing continual professional development (CPD)
* Holiday purchase Scheme up to 5 days
* 1 paid and 1 unpaid volunteering day
* 24/7 and 365 Days Employee Assistance Programme
* Team and company offsite events
* Specsavers eye care voucher
* Free Tea, Coffee and fruit every week – Basingstoke office
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