Customer Support Advisor

Hellios Information; City of Brisbane; Hybrid; AUD 65,000 - 82,000; Full time

Benefits offered by this job

Superannuation

25 days holiday per year

Blended working - some days in the 'in

Job summary

Hellios Information Pty Limited in Brisbane seeks a customer service specialist to provide first line support, validate and manage customer data, assist with onboarding, and ensure accurate records in our CRM. You will build rapport with supplier customers and explain service benefits.

The role requires handling high call volumes, meeting personal targets, and contributing to process improvements in a hybrid office/home setup.

Qualifications

• Experience in a customer service environment with high call volumes.
• Strong data management and attention to detail.
• Experience with process improvement and meeting deadlines.

Responsibilities

• Provide first line customer support and onboarding assistance.
• Validate online questionnaires and log updates in the CRM.
• Explain service benefits and handle outbound calls to supplier customers.
• Maintain accurate records of customer contact and outcomes.
• Escalate issues to Operations Manager when needed.
• Participate in team meetings and strive to meet personal targets.

Skills

Customer service

Inbound calls

Outbound calls

Data management

Data analysis

Process improvement

Time management

Excel

MS Office

Communication

Attention to detail

Education

Bachelor degree or equivalent (preferred)

Tools

CRM system

Excel

MS Office

Job description

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


• 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


• 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, the US, 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.