Supplier Onboarding & Support Advisor (Hybrid)

Hellios Information; Oxford; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Blended working

Bonus scheme

25 days holiday

Contributory pension

Paid compassionate leave

Free car parking

Flexi Friday

Refer a Friend

Social events

Job summary

Hellios Information is seeking a Customer Support Advisor to join the Supplier Support team in Oxford. You will handle inquiries, explain benefits and processes, and provide first line support to supplier customers during onboarding and renewal of subscriptions.

You will make high volumes of outbound calls, log interactions in the CRM, and work with the team to meet KPIs while delivering a first-class customer experience. A degree and strong MS Excel skills are desirable.

Qualifications

• Previous experience in a customer service environment.
• Working knowledge of data management and data analysis.
• Demonstrable experience of process improvement.
• Proven track record of working to deadlines and targets.
• Customer contact through inbound and high volume of outbound calls.
• Ability to adapt to the needs of a growing business.

Responsibilities

• Build a rapport and strong relationship with customers by advice and support throughout the onboarding process.
• Make 40-50 outbounds calls per day to supplier customers to explain the benefits of the scheme; to help them with their registration for the first time; to assist with renewal of their annual subscription.
• Accurately log and maintain records of customer contact, activity and outcomes on our CRM system.
• Provide accurate and clear information to supplier customers, explaining the benefits and 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 application and process status.
• Speaking with customers with regard to payment of their subscription fee as a new or renewing customer.
• Actively participate in team meetings to share and exchange information.
• Work consistently to ensure personal targets relating to call rates are consistently met and exceeded.

Skills

Customer service

Data management

Data analysis

Process improvement

Deadlines

Outbound calls

Adaptability

Education

Degree-level education

Tools

Excel

MS Office

Job description

Hellios Information is seeking a Customer Support Advisor to join the Supplier Support team in Oxford. You will handle inquiries, explain benefits and processes, and provide first line support to supplier customers during onboarding and renewal of subscriptions.

You will make high volumes of outbound calls, log interactions in the CRM, and work with the team to meet KPIs while delivering a first-class customer experience. A degree and strong MS Excel skills are desirable.