Partner support Associate

16 hours ago

Pune, Maharashtra, India BrandMuscle ( An ansira company) Full time ₹ 2,00,000 - ₹ 6,00,000 per year
  • Job Description
  • 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:

•       Bachelors degree and equivalent experience.

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

Ability to work independently.

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