Partner Support Associate

Overview

Based in Pune, India, the Partner Support Associate will manage inbound communications including calls, chats, and emails from customers of clients. This role involves delivering excellent customer service and addressing routine inquiries related to client services and in-store products. The associate will work closely with various teams to enhance customer satisfaction and loyalty.

Key Responsibilities

• Promptly and professionally respond to customer calls, chats, and emails, ensuring top-level service quality.
• Use designated tools and procedures to provide accurate and comprehensive information to customers.
• Gain thorough knowledge of the company's product lines or services to effectively address customer queries and issues.
• Identify customers' needs through attentive listening, researching problems, resolving them, and offering appropriate solutions.
• Record all interactions such as calls, chats, and emails in the call center database accurately.
• Follow prescribed scripts or call flows to maintain consistency and accuracy of information shared.
• Achieve defined performance targets, including call quality, customer satisfaction ratings, and answer speed benchmarks.
• Participate in training sessions and team meetings to continually improve skills and product knowledge.
• Maintain a positive, friendly, and persuasive communication style, manage high call volumes efficiently, and conduct necessary follow-ups.
• Use professional tone, grammar, and volume during customer interactions, with proper sentence structure and positive language.
• Demonstrate adaptability by learning new processes and adhering to company policies.
• Perform additional administrative tasks as assigned.

Required Skills and Abilities

• Excellent written and spoken English communication skills.
• Strong interpersonal, active listening, and communication capabilities.
• Empathetic and customer-focused mindset.
• Ability to juggle multiple tasks and prioritize effectively under pressure.
• Familiarity with call center technologies; knowledge of Salesforce is advantageous.
• Effective problem-solving skills to swiftly address customer concerns.
• Dependability and consistent reliability in work performance.
• Willingness to work in a 24/7 operational environment, including weekends, with scheduled offs as per business needs.

Education and Experience

• Completion of high school diploma or equivalent.
• Previous experience in customer support or related roles, preferably in American process environments.