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Supplier Support Associate - Inbound (English, French, German)

Assent Compliance

Assent Compliance

Customer Service
eldoret, kenya
Posted on Tuesday, June 4, 2024

Company Description

Eldotec offers professional regulatory and compliance services to complement the world’s fastest growing compliance and data management solution provider. Companies in various industries face evolving regulatory and compliance challenges, and we assist our clients in supporting their compliance and data management requirements.

Our company was built on a shared commitment to excellence. Our pillars provide a strong foundation on which we can offer highly specialized services. We focus on timely completion of contracts, cost effectiveness and maintaining the highest standards of professionalism. Our highly engaged team of professionals is what drives our company forward each and every day.

Hybrid Work Model

We proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of Eldoret, you can expect to come into the office one day a week. Similarly, those near our co-working spaces in Nairobi are encouraged to work onsite once a month.

Job Description

Position Summary

The Supplier Support Associate, Inbound will report to the Manager, Supplier Support. The Supplier Support Associate will support the Supplier Support team in obtaining declarations and other important information from suppliers in our client’s supply chains primarily via inbound phone communications but also any other means required.

Key Requirements and Responsibilities

  • Communicate with suppliers specifically through inbound/outbound phone outreach but also through a multi-channel approach including live chats and emails to gather compliance information, assist with compliance requests, and confirm the quality of the documents provided;
  • Work directly with top-tier suppliers to be a valuable resource to help them respond to their compliance requests;
  • Handle inbound/outbound calls, live chats, emails from suppliers to help them troubleshoot, and navigate their compliance requests by providing a positive experience;
  • Engage with suppliers through inbound & outbound calls, live chats, emails, supplier education, and webinar invites;
  • Language support may be required to help with internal translations, hosting webinars, and joining prospect calls with the Sales team;
  • Work closely with the Program Success team to strategize on the best approach for new customers, client campaigns, and supplier issues
  • Validate and ensure Quality Assurance for compliance data provided by our suppliers;
  • Willing to work a schedule that primarily aligns with EST business hours;
  • Act as a peer mentor to Supplier Support Agents as required;
  • Keep up to date with new regulations and changes in Assent’s products to become an expert in your field;
  • Be familiar with corporate security policies and follow the guidance set out by the processes and procedures of Assent.

Qualifications

  • Excellent verbal and written communication skills, primarily in English, however proficiency in additional languages is required for certain supplier groups;
  • Bachelor’s Degree/Higher diploma from a recognized learning institution;
  • 1-2 years related work experience (eg. call centres, supplier/customer support);
  • Solid ability to manage time effectively and juggle multiple priorities at one time;
  • Computer proficiency using MS Office Suite and Google Applications, able to leverage all functions proactively to effectively and efficiently;
  • Self-starter, excellent time management skills and the ability to adhere to assigned deadlines;

Additional Information

We are looking for Language proficiency in English/French/German, candidates with these expertise are highly encouraged to apply.

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