Sr. Associate, Partner Support

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.