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. Additionally, this role will oversee the activities of other team members within the team.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 companys 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.

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Partner Support - Associate India-Pune

Ansira