Partner Support - Associate

As a Partner Support - Associate, you will be responsible for handling incoming calls from clients" customers, providing excellent customer service support, and resolving routine questions related to clients" services or in-store offerings. Your role will involve collaborating with team members and departments to ensure customer satisfaction and loyalty. Additionally, you will oversee the activities of other team members within your team. **Key Responsibilities:** - Respond to incoming calls, chats, and emails from customers promptly and professionally to ensure the highest level of service. - Provide accurate and complete information to customers 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, including 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 by using 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. **Qualifications Required:** - Strong written, phone, and verbal communication skills along with active listening. - Exceptional communication 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 Zendesk is a plus. - Strong problem-solving skills to address and resolve customer issues efficiently. - Proven track record of reliability. - Willingness to work in a 24 * 7 work environment. - Willingness to work on weekends with scheduled week offs as per business requirement. The company requires a candidate with a high school diploma or equivalent and experience in a customer support role or a related role in an American process.,