LMS - Specialist

1 Year ago • All levels

Job Summary

Job Description

Respond to customer inquiries via calls, chats, and emails professionally, providing accurate information using applicable tools and resources. Understand company products to address client questions and concerns effectively. Identify customer needs through active listening, research, problem resolution, and providing solutions. Document interactions in the call center database and follow specific scripts for accuracy. Meet performance metrics like call quality and customer satisfaction scores. Attend training and team meetings to enhance skills. Maintain a positive attitude, communicate clearly, manage call volume, and follow up as needed. Demonstrate professional grammar, tone, and volume. Be willing to learn and adapt to company guidelines. May perform administrative duties. Requires strong communication, active listening, and interpersonal skills, with an empathetic and customer-oriented approach. Ability to multitask and prioritize is essential. Proficiency in call center software, preferably Zendesk, is a plus. Strong problem-solving skills and a proven track record of reliability are necessary. Willingness to work in a 24/7 environment, including weekends with scheduled days off, is required. A high school diploma or equivalent and experience in a customer support role, preferably in an American process, are needed. Remote work experience is preferred.
Must have:
  • Strong written, phone, and verbal communication skills
  • Active listening
  • Exceptional communication and interpersonal skills
  • Empathy and customer-oriented approach
  • Ability to handle multiple tasks and prioritize
  • Proficient in call center software
  • Strong problem-solving skills
  • Proven track record of reliability
  • Willingness to work 24/7
  • Willingness to work weekends
  • High school diploma or equivalent
  • Customer support experience
  • Remote-work experience preferred
Good to have:
  • Experience with Zendesk is a plus

Job Details

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, 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 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.  
  • Remote-work experience preferred and demonstrated ability to work independently. 

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About The Company

Ansira is the leading marketing platform for brands that operate in distributed ecosystems. By orchestrating the entire brand-to-local value chain, Ansira synchronizes global companies’ internal and external teams across channels, markets and regions. Ansira leverages AI-powered technology, vertical expertise, local insights and strategic partnerships to optimize marketing performance and empower partner growth at scale.

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