Customer Support Associate

Company Description
Assent 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.

Work Model

Fully Onsite in our Eldoret Offices. This is a 6 month term contract.

Job Description
Position Summary

The Supplier (Customer) Support Associate 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 non-responsive suppliers in our client's supply chains.

Key Requirements And Responsibilities

• Communicate with suppliers through a multi channel approach including emails, chats and conference calls to gather compliance information, assist with compliance requests, and confirm 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 emails and chats from suppliers to help them troubleshoot, navigate their compliance requests by providing a positive experience;
• Engage with unresponsive suppliers through a multi channel approach including emails, chats and conference calls, 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 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;
• 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 processes and procedures of Assent.

This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs.

Qualifications
Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following 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. administration, reporting, research & data, supplier/customer support, call centres);
• 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;
• Solutions-first attitude, self-motivated to proactively engage with our suppliers through multiple channels;
• Builds productive and stable working relationships internally and externally in the interest of supporting our suppliers needs;
• Possess basic to intermediate regulatory knowledge in order to consult with suppliers in providing requested information;
• You are highly adaptable, flexible and thrive in a fast-paced, dynamic business environment;
• You are naturally curious about technology or how things work;
• You are diligent and detail-oriented- you pay high attention to detail and you double-check everything;
• You have grit- you are conscientious, will always work towards providing solutions over excuses and are dedicated to achieving excellence and driving results;
• You consider yourself a lifelong learner - you have an insatiable thirst for knowledge, are always striving to self-improve, and are coachable.

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Assent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Additional Information
At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

• Wellness: We believe that you and your family's well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.
• Financial Benefits: It's not all about the money – well, it's a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.
• Life at Assent: There is purpose beyond your work. We provide our team members with volunteer days, flexible work options and opportunities to get involved in corporate giving initiatives.
• Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.
• Work The Way That Works for You: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.