Customer Support Advisor

Job title: Customer Support Advisor

Location: Gateway Office Park, Building 1, 747 Lytton Road, Murrarie, Brisbane

Reporting to: Operations Manager

Job summary: To provide excellent customer service through first line support to our customers as well as validating and managing customer data.

Key responsibilities:

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

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

Key requirements

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

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

Salary and remuneration

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

Superannuation + performance related bonus

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

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.

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.

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.

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.

To apply: Submit a full CV and covering letter to [email protected]