Customer Contact Representative

Company Description

Lumina Datamatics is a global leader providing Content Services, Retail Support Services, and Technology Solutions to the Publishing and Retail industries. Trusted by 8 of the 10 largest publishers and 3 of the 5 largest retailers, the company enables clients to enhance competitiveness and boost operational efficiency. For publishers, Lumina offers end-to-end publishing solutions, including content creation and delivery, while helping them adapt to the digital era. For retailers, Lumina delivers advanced content solutions and data-driven insights to drive sales and improve business outcomes. With expertise in smart technologies and customized solutions, Lumina Datamatics supports clients growth and innovation worldwide.

Role Description

Position Overview:

As a Partner Onboarding Specialist, the candidate will play a crucial role in the successful onboarding of new partners/sellers into the client's ecosystem. The candidate will work closely with partners/sellers to understand their needs, provide guidance, and ensure they have the tools and knowledge necessary to thrive on our platform. This role requires excellent communication skills, a customer-centric approach, and a deep understanding of systems and processes.

Key Responsibilities:

• Partner Onboarding:

  Lead the end-to-end onboarding process for new partners/sellers, ensuring a smooth and efficient transition onto the Client platform.

• Training and Support:

  Provide comprehensive training and ongoing support to partners/sellers, helping them navigate the client's systems, policies, and best practices.

• Process Improvement:

  Identify opportunities for process improvements and contribute to the development of onboarding materials and resources.

• Relationship Management:

  Build and maintain strong relationships with partners, acting as their primary point of contact during the incubation period.

• Issue Resolution:

  Troubleshoot and resolve any issues partners/sellers may encounter during the onboarding process, escalating to the appropriate teams as needed.

• Collaboration:

  Work closely with cross-functional teams, including operations, IT, and marketing, to ensure a cohesive onboarding experience for partners.

• Performance Tracking:

  Monitor and report on the progress of partner onboarding, using data to drive continuous improvement.

Required Skills & Qualifications:

• Education:

  Bachelor's degree in Business, Communications, or a related field.

• Experience:

  2+ years of experience in seller support, partner onboarding, customer service, or a related role.

  Experience in the BPO (voice-based) industry and the e-commerce industry is required. These may be independent and do not need to overlap.

• Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in Microsoft Office Suite (Excel, Word).
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

• Attributes:

• Customer-focused with a positive attitude.
• Ability to manage multiple tasks and priorities effectively.
• Adaptable and open to feedback.