Partner Support Associate

About the role

The Partner Support Associate is responsible for handling incoming calls, chats, and emails in English 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.

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.

Requirements

• Strong written and verbal communication skills in English
• Exceptional communication, active listening skills, 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 Salesforce is a plus.
• Strong problem-solving skills to address and resolve customer issues efficiently.
• Proven track record of reliability.
• Flexibility to work a schedule that may include weekends and non-standard business hours, with scheduled days off based on business needs.

Qualifications

• High school diploma or equivalent.
• Experience in a customer support role or a related role.