Customer Support

6 months ago


Basingstoke, United Kingdom Fortius Full time

Working in a high-volume target driven environment, to contribute to supplier retention through verifying supplier submissions in a timely and accurate manner, resolving issues and rejections in a pro-active way.

**Roles and Responsibilities**:

- To accurately verify documents submitted by suppliers, based on set-criteria and in-line 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 customer’s 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 self-manage personal performance against business and personal targets set.
- To meet regularly with their team-lead 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.**

**Key Skills and Experience**:

- Minimum 1-2 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 customer-centric approach with strong listening, questioning and problem-solving skills.
- Attention to detail with good administrative and organisational skills, ability to prioritise.
- Ability to work under pressure and to multi-task across the different channels.
- Positive, self-driven and results orientated whilst working well as part of a team.
- A passion for technology.



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