Partner Support Associate

Ansira; Pune District; Presencial; INR 360 000 - 600 000; Tempo integral

Resumo da oferta

Ansira is seeking a Partner Support Associate to handle English language inquiries from clients’ customers in India. You will respond to calls, chats, and emails with accurate information and document all interactions in the CRM system.

The role requires strong communication, empathy, and the ability to manage a high-volume workload. The position emphasizes collaboration with teams, adherence to scripts, and meeting defined performance metrics, with occasional weekend coverage as required by

Qualificações

• Strong written and verbal communication in English.
• Experience in a customer support role in American processes.
• Willingness to work in a 24x7 environment; may include weekends as per business needs.

Responsabilidades

• Respond to incoming calls, chats and emails from customers in a prompt and professional manner.
• Provide accurate and complete information using tools, resources and procedures.
• Document tickets in the call center database and follow scripts to ensure accuracy.
• Meet performance metrics including call quality, CSAT, and average speed of answer.
• Attend training sessions and team meetings to enhance skills and knowledge.
• Maintain a positive, friendly tone and effective communication; adapt to guidelines.
• Handle multiple tasks and provide follow-up when necessary; perform other duties as assigned.

Conhecimentos

English communication

Active listening

Interpersonal skills

Empathy

Multitasking

Call center software

Salesforce

Problem solving

Reliability

Customer service

Formação académica

High school diploma or equivalent

Ferramentas

Salesforce

Descrição da oferta de emprego

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 EnglishExceptional 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.