Sr. Associate, Partner Support

BrandMuscle India Private Limited; Pune District; On-site; INR 350,000 - 550,000; Full time

Job summary

BrandMuscle India Private Limited seeks a Partner Support Associate to handle English-language calls, chats, and emails from customers in India. You will resolve routine questions about client services, document tickets, and maintain a customer-first attitude across high call volumes.

You will work with teams to ensure satisfaction, participate in ongoing training, and meet defined quality metrics while supporting multiple channels in a fast-paced environment.

Qualifications

• Strong written and verbal English communication.
• Active listening and interpersonal skills.
• Empathy and customer-oriented approach.
• Ability to handle multiple tasks and prioritize.
• Experience with Salesforce is a plus.
• Strong problem-solving skills.

Responsibilities

• Respond to incoming calls, chats and emails from customers in English.
• Provide accurate information using tools and procedures.
• Understand products/services to address questions and concerns.
• Document tickets in the call center database.
• Follow scripts or call flows for accuracy.
• Meet performance metrics like QA scores and SLA targets.
• Attend trainings and team meetings to enhance skills.
• Maintain professional tone and language in conversations.
• Be willing to learn and adapt to guidelines.

Skills

English communication

Active listening

Empathy

Multitasking

Salesforce experience

Problem solving

Reliability

Weekend work

Education

High school diploma

Tools

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.

Ansira is the leading marketing platform for brands that operate in distributed ecosystems. By orchestrating the entire brand-to-local value chain, Ansira synchronizes global companies’ internal and external teams across channels, markets and regions. Ansira leverages AI-powered technology, vertical expertise, local insights and strategic partnerships to optimize marketing performance and empower partner growth at scale.