Customer Support and Verification Executive
Customer Support and Verification Executive
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Once For All is a highgrowth cloudbased SaaS subscription business. Our technology helps our customers to manage their supply chain governance risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction transport retail hospitality education facility and property management manufacturing local and central government.
Role Summary:
Working in a highvolume target driven environment to contribute to supplier retention through verifying supplier submissions in a timely and accurate manner resolving issues and rejections in a proactive way.
To take ownership and deliver outstanding levels of customer service and technical support when dealing with customer enquiries received through a variety of channels (phones emails and chat) by providing highly knowledgeable and solutionorientated support.
Job Responsibilities:
- To accurately verify documents submitted by suppliers based on setcriteria and inline with the agreed processes providing support and guidance throughout the process.
- To make outbound calls in an efficient and timely manner to support customers with their submissions either by requesting data updates providing further information or resolving issues escalating where applicable.
- To help customers troubleshoot issues they encounter while using our platforms and provide actionable solutions to resolve their problems across the different channels we support.
- To take ownership of a customers query and provide resolution on first contact where possible or to follow up with customer to ensure full resolution of issue.
- To provide accurate responses to customer queries seeking clarification where required to ensure the correct response is provided.
- To ensure an outstanding level of quality and customer service is achieved when speaking to customers via all communication channels in line with our policies.
- To work within the KPIs set and selfmanage personal performance against business and personal targets set.
- To meet regularly with their teamlead to give feedback and help improve the customer support culture response times and tools to improve our internal and external experience.
- To support the Team Leaders and Team Members with a positive attitude and willingness to achieve a high standard of working practice.
- To support new starters with training and mentoring where requested.
- To work closely with other teams and support when required to ensure a positive customer experience.
Knowledge Skills Experience and Qualifications:
- Minimum 12 years experience in a busy office administration/technical support type role working across different systems with the ability to learn and understand new systems quickly.
- A customercentric approach with strong listening questioning and problemsolving skills.
- Attention to detail with good administrative and organisational skills ability to prioritise.
- Ability to work under pressure and to multitask across the different channels.
- Positive selfdriven and results orientated whilst working well as part of a team.
- A passion for technology.
What we offer:
As well as a career in a fast paced environment within a expanding business we also offer the below benefits as standard:
- Wellness fund or *Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance x 3
- 25 days holiday plus 8 Bank Holidays
- Ongoing continual professional development (CPD)
- Holiday purchase Scheme up to 5 days
- 1 paid and 1 unpaid volunteering day
- 24/356 Days Employee Assistance Programme
- Team and company offsite events
- Specsavers eye care voucher
- Free Tea Coffee and fruit every week Basingstoke office
Employment Type
Full Time
