Partner Support Associate

Ansira; Pune District; On-site; INR 200,000 - 320,000; Full time

Job summary

Ansira is seeking a Partner Support Associate based in India to handle calls, chats and emails in English, delivering high-level customer service and resolving routine inquiries related to client services or in-store offerings.

The role requires active listening, empathy, and a customer-focused approach, with the ability to manage multiple tasks and use call center software effectively. Training and teamwork are emphasized within a 24x7 environment.

Qualifications

• High school diploma or equivalent.
• Experience in a customer support role or related role with a US-based process.

Responsibilities

• Respond to incoming calls, chats and emails from customers in a prompt and professional manner.
• Provide accurate information using tools, resources and procedures.
• Understand products or services to address customer questions and concerns.
• Document tickets in the call center database.
• Follow scripts or call flows to ensure accuracy.
• Meet performance metrics including call quality and customer satisfaction.

Skills

English communication

Active listening

Empathy

Customer focus

Multitasking

Call center software

Problem solving

Reliability

Flexible schedule

Education

High school diploma

Tools

Salesforce

Call center software

Job description

The Partner Support Associate, based in India, 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.

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 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.
• 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.