Partner Support Associate

ansira; United States; On-site; USD 35,000 - 42,000; Full time

Job summary

Ansira is seeking a Partner Support Associate to handle incoming calls, chats, and emails in English from clients' customers. The role provides customer service support and resolves routine questions about client services and in-store offerings.

You will work with teammates and other departments to ensure customer satisfaction and loyalty, document tickets, follow scripts, and meet performance metrics while maintaining a friendly, professional tone.

Qualifications

• High school diploma or equivalent.
• Experience in a customer support role.
• Ability to work with standard scripts and procedures.

Responsibilities

• Respond to calls, chats, and emails promptly and professionally.
• Provide accurate information using tools and procedures.
• Understand products or services to address questions.
• Document tickets in the call center database.
• Follow scripts and call flows to ensure accuracy.
• Meet performance metrics including CSAT and call quality.
• Attend training and team meetings to improve skills.
• Maintain a positive, friendly attitude and manage high call volume.
• Demonstrate professional grammar, tone, and transitions.
• Be willing to learn and adapt to guidelines.
• May perform other administrative duties.

Skills

English communication

Active listening

Interpersonal skills

Empathy

Multitasking

Customer-focused

Education

High school diploma or equivalent

Tools

Salesforce

Call center software

Job description

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.

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.
• Flexibility to work a schedule that may include weekends and non-standard business hours, with scheduled days off based on business needs.

Education and Experience:

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