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 advantages 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, 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.
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.