Partner Support - Associate

Partner Support Associate is responsible for handling incoming calls from clients’ customers. This position provides customer service support and resolution of routine questions related to client’s services or in-store offerings, working collaboratively with other team members and departments to ensure customer satisfaction and loyalty. .

Duties/Responsibilities:

• Respond to incoming calls, chats and emails from customers in a prompt and professional manner, ensuring the customer receives the highest level of service.

• Provide accurate and complete information to customers by using the applicable tools, resources and outlined procedures.

• Understand the company's products or services to effectively address client questions and concerns. 

• Identify customer needs through active listening, researching issues, resolving problems, and providing solutions. 

• Document tickets (calls, chats and emails) in the call center database.

• Follow specific scripts or call flows to ensure accuracy of information provided. 

• Meet outlined performance metrics which may include call quality metrics, customer satisfaction survey scores, and average speed of answer. 

• Attend training sessions and team meetings to enhance skills and knowledge.

• Use a positive, friendly, and persuasive attitude to connect with customers, communicate clearly over the phone, manage high call volume at times, and follow up when necessary.

• Demonstrate professional grammar, tone, and volume over the phone. Use proper sentence structure, positive language, and effective transitions.

• Show a willingness to learn new things and adapt to company guidelines and procedures.

• May perform other administrative duties as assigned.

 

Required Skills/Abilities:

• Strong written, phone and verbal communication skills along with active listening.

• Exceptional communication and interpersonal skills.

• Empathy and customer-oriented approach.

• Ability to handle multiple tasks and prioritize effectively.

• Proficient in call center software and technology. Experience with Zendesk is a plus.

• Strong problem-solving skills to address and resolve customer issues efficiently.

• Proven track record of reliability.

• Willingness to work in 24 * 7 work environment.

• Willingness to work on weekends with scheduled week offs as per business requirement.

Education and Experience:

• High school diploma or equivalent.

• Experience in a customer support role or a related role in American process. 

• Remote-work experience preferred and demonstrated ability to work independently.