Partner Support - Specialist

1 Year ago • All levels • Customer Service

Job Summary

Job Description

The LMS - Specialist is responsible for managing inbound calls from client customers, providing customer service support, and resolving routine inquiries about client services or in-store offerings. This role involves collaborating with team members and departments to ensure customer satisfaction and loyalty, and overseeing the activities of other team members. Key duties include responding promptly and professionally to customer calls, chats, and emails, providing accurate information using applicable resources, understanding company products/services to address client questions and concerns, identifying customer needs through active listening, documenting calls, following specific scripts, and meeting performance metrics like call quality and customer satisfaction scores. The specialist will also attend training, work with a positive attitude, communicate clearly, manage call volume, and adapt to company guidelines. Administrative duties may also be assigned.
Must have:
  • Strong 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 in a 24*7 environment
  • Willingness to work weekends
Good to have:
  • Experience with Zendesk

Job Details

LMS - Specialist is responsible for handling incoming calls from clients’ customers. This position provides customer service support and resolution of routine questions related to client’s services or in-store offerings, working collaboratively with other team members and departments to ensure customer satisfaction and loyalty. Additionally, this role will oversee the activities of other team members within the team.

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 calls 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 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.

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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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