Supplier Help Desk Support Advisor - Award Winning Service Provider
- Full Time
Supplier Help Desk Support Advisor + Award Winning Service Provider
£18,000 + £20,000 + Pension Scheme + Healthcare
What we're looking for:
+ Working in customer service/support assisting end users using web based software
+ Excellent telephone manner, knowledge of different browsers, ability to explain technical information in plain English, 2 years previous experience in a similar role
We are a leading provider of spend control and eProcurement solutions servicing over 350 organisations across 70 countries.
Summary & Purpose of Role:
To deal with queries from the supplier base who use our supplier network to effectively manage their trading relationship. The queries are generated from a number of communication channels including emails, telephone and contact us forms on the website. The role supports the business in providing a first class service to clients by managing and resolving supplier issues in a professional and timely manner.
Primary Responsibilities & Accountabilities:
+ Log, investigate and resolve queries raised by suppliers via email or phone.
+ Answer the telephone in a friendly and professional manner, engaging with suppliers to understand and draw out their issues.
+ Perform investigation into supplier accounts, perform password resets, provide communications about activating, transferring and deactivating accounts following internal procedures.
+ Assist suppliers in using the system and dealing with questions about the website and its features and functions (full training will be provided).
+ Produce step-by-step training documentation to support suppliers using the network.
+ Perform cleansing of the supplier network including general maintenance of supplier/user accounts.
+ Identify patterns of repeated issues and produce ‘how to guides' or escalate where appropriate for product development to support the service delivery.
+ Manage own time effectively to ensure updates and resolutions are provided in line with internal measures.
Output & Deliverables:
+ Provide customer satisfaction to the agreed business levels e.g. first time fix rate and average resolution time.
+ Ensure that all contact is tracked and recorded and responded to within given timeframes.
+ Continually strive to deliver process/system improvements to minimise repeat reoccurrence of queries.
Background & Profile:
Successful applicants will have the opportunity to work in a fast moving and growing organisation. This is a new role with primary responsibility for this area, so you will need to be energetic and self-motivated - thriving in a hands-on environment and require minimum management supervision. You also need to be flexible and adaptable - excited by new ideas and/or technology and, willing to pick up and work with new initiatives no matter how unfamiliar.
You should be highly organised, managing your own workload and be committed to providing outstanding customer service (internally & externally). You should be able to demonstrate initiative as well as being able to think laterally in your approach to problem solving. You will pride yourself on having attention to detail and an analytical mind-set which will allow you to research, respond and resolve queries.
Supplier Help Desk Support Advisor Essential Skills / Experience:
You should have 2 years proven experience in a help desk environment, call centre/customer service/help desk environment handling queries through a number of channels and recording activity.
+ Minimum of 5 GCSEs C or above including English & Maths
+ Good written & spoken English with the ability to explain technical information in plain English, in a clear concise, patient manner.
+ A good level of skills in:
+ MS Computers (Windows XP & Vista, Windows 7, Windows 8)
+ Office Products (Word, Excel)
+ Knowledge of different browsers such as IE, Google Chrome, Firefox
+ Will have worked in a customer focused B2B environment with good understanding of customer requirements.
+ Knowledge of Microsoft SQL.
You may have worked in the following capacities:
Service Desk Support, Client Service Advisor, Contact Centre Support, Help Desk Advisor, Client Support Advisor, Web Support Executive.
Interested? Just Apply Below...
In 2005 we ripped up the rule book to deliver a recruitment agency experience that makes everyone feel just that little bit happier. By applying you consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. Good luck, Team RR.