Customer Support and Verification Executive (12 months FTC)

Once For All; Basingstoke; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated support specialist to enhance customer satisfaction in a fast-paced environment. This role involves verifying supplier submissions, providing technical support, and ensuring outstanding service across multiple communication channels. The ideal candidate will thrive under pressure, possess strong problem-solving skills, and have a passion for technology. Join a forward-thinking team committed to excellence and make a real impact in customer support.

Qualifications

• 1-2 Jahre Erfahrung in der Büroverwaltung oder im technischen Support.
• Starke Fähigkeiten im Zuhören und Fragenstellen.

Responsibilities

• Verifizieren von Dokumenten, um die Genauigkeit sicherzustellen.
• Kundenanfragen effizient bearbeiten und Lösungen anbieten.

Skills

Kundenorientierung

Problemlösungsfähigkeiten

Aufmerksamkeit für Details

Organisationstalent

Technologisches Interesse

Job description

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management, and compliance. We work across the public and private sectors and have over 250k customers across the UK, spanning 20 different sectors including construction, transport, retail, hospitality, education, facility and property management, manufacturing, and local and central government.

Role Summary:

Working in a high-volume, target-driven environment, you will contribute to supplier retention by verifying supplier submissions in a timely and accurate manner, resolving issues and rejections proactively.

You will take ownership and deliver outstanding customer service and technical support when handling enquiries received through various channels (phone, email, chat). Your goal is to provide knowledgeable, solution-oriented support.

Job Responsibilities:

1. Verify documents submitted by suppliers accurately, following set criteria and processes, while providing support and guidance throughout.
2. Make outbound calls efficiently to support customers with their submissions, request data updates, provide information, or resolve issues, escalating when necessary.
3. Assist customers in troubleshooting issues on our platforms and offer actionable solutions across all supported channels.
4. Own customer queries and aim to resolve them on first contact or follow up to ensure full resolution.
5. Provide accurate responses to customer inquiries, seeking clarification when needed to ensure correctness.
6. Maintain high quality and customer service standards across all communication channels in line with policies.
7. Work within set KPIs and manage personal performance against business and personal targets.
8. Regularly meet with team leads to provide feedback and contribute to improving customer support, response times, and tools.
9. Support team leaders and colleagues with a positive attitude, aiming for high standards of practice.
10. Assist in training and mentoring new starters as requested.
11. Collaborate with other teams to ensure a positive customer experience.

Knowledge, Skills, Experience, and Qualifications:

1. 1-2 years of experience in a busy office administration or technical support role, with the ability to quickly learn new systems.
2. A customer-centric approach with strong listening, questioning, and problem-solving skills.
3. Attention to detail, good administrative and organizational skills, and the ability to prioritize tasks.
4. Ability to work under pressure and multi-task across different channels.
5. Positive, self-driven, results-oriented, and a team player.
6. Passion for technology.