JOB PURPOSE

As a customer support agent, you will be the first point of contact for SupplierRate customers seeking assistance regarding Supplier Rate’s products and services. The key objective of this role is to resolve customer queries efficiently and effectively, with professionalism, document pain points for sharing with internal teams, foster good relationships and maintain the credibility of the brand. The incumbent will be part of a dynamic operations team that is at the centre of Supplier Rate’s disruptive strategy, having access to world-class software development capabilities and a dynamic leadership team to support you in achieving these goals.

QUALIFICATIONS & EXPERIENCE

• Certificate in Project Management will be advantageous.
• 3-year university diploma preferred.
• 3+ years’ experience in a similar role and environment.
• Experience of successful liaisons with both customers and internal stakeholders.

DUITES & RESPONSIBILITIES

Support Desk Management

• Investigate and resolve support requests from both internal and external stakeholders.
• Diagnose and troubleshoot technical issues.
• Ensure that queries are resolved in a timely and professional manner.
• Maintain high-quality relationships with all internal and external stakeholders.
• Proactively identify software issues and liaise with relevant stakeholders to rectify.
• Conduct root cause analyses of all queries to understand the drivers of issues.
• Guide users through a series of actions, either telephonically, by email or chat, until they have solved the issue where required.
• Track system issues through to resolution within agreed SLAs.
• Provide prompt and accurate feedback to internal and external stakeholders regarding the status of their unresolved queries.

Customer Retention

• Ensure retention of existing customers
• Liaise with Customer Success regarding necessary updates to customer accounts as and when required.
• Identify customer-related risks that need to be addressed to ensure retention.
• Identify additional training needs through customer engagement.

Continuous Improvement

• Build and maintain knowledge of Supplier Rate’s systems, data, and processes.
• Document steps required to resolve technical queries and share with relevant team members.
• Analyse trends from data accessible in Supplier Rate’s ticketing system and provide recommendations for improvement to products and services.