Customer Support Advisor

Role overview

Hellios Information is hiring a Customer Support Advisor in Brisbane to deliver responsive first-line support, guide customers through onboarding and validation, and maintain accurate customer data. The role sits within Operations and reports to the Operations Manager.

Work location

Gateway Office Park, Building 5, 747 Lytton Road, Murarrie, Brisbane, Australia.

What you will do

• Build strong working relationships with customers by guiding them through onboarding and validation steps.
• Review online questionnaires carefully against the relevant procedures and standards.
• Keep customer records up to date, including questionnaire status and related activity.
• Handle and process fee payments for both new and renewing customers.
• Use the company’s validation workflow confidently within its internal business system.
• Suggest practical ways to simplify and improve processes.
• Take part in team meetings and share useful updates and information.
• Work toward and consistently achieve personal performance targets.
• Escalate customer concerns to the Operations Manager or Country Manager when needed.
• Place a high volume of outbound calls to supplier customers to explain the service, support first-time registrations, and assist with renewals.
• Record customer calls, outcomes, and follow-up actions accurately in the CRM system.
• Provide clear information about service benefits and the questionnaire process required by buyer customers.
• Support a range of customer queries, including IT issues, process questions, complaints, and application status updates.
• Explain subscription fees and payment methods to supplier customers.
• Maintain strong call-rate performance and exceed assigned targets wherever possible.

What we are looking for

• Previous experience in a customer service role.
• Comfort handling inbound and high-volume outbound customer calls.
• Working knowledge of data management and basic data analysis.
• Evidence of improving processes or working practices.
• A track record of meeting deadlines and performance goals.
• Ability to adapt in a growing business environment.
• Ideally, a degree-level qualification or equivalent.
• Very high attention to detail and accuracy.
• Strong organisation and time management skills.
• Good working knowledge of Excel, preferably at intermediate level.
• Solid knowledge of other Microsoft Office tools.
• Clear, confident telephone communication.
• Strong interpersonal and communication skills.
• Consistent commitment to excellent customer service.
• Flexible and willing to adapt approach as needed.

Pay and benefits

The company offers a competitive salary along with benefits that include superannuation, 25 days of annual leave plus statutory holidays, a blended working model with some office and some home-based days, and paid leave such as personal sickness/carer’s leave, parental leave, and compassionate leave.

About the company

Hellios Information Pty Limited is a supplier information and risk management business serving the Defence and Aerospace sector. It helps major blue-chip companies and their suppliers through a single, streamlined data-sharing approach covering areas such as modern slavery, cyber security, and GDPR. The Brisbane business was established in 2023 and is part of Hellios Holdings, a global organisation with offices in the UK, Ireland, the Netherlands, and Spain. The company also supports organisations in the Financial Services sector in Europe. Hellios focuses on high service standards, innovation, and long-term, sustainable relationships with both buyer and supplier customers.

Career prospects

The role offers strong growth potential, with future opportunities that may include team leader, technical lead in Operations, or account management positions.