Specialist

8 Hours ago • All levels

Job Summary

Job Description

The LMS - Specialist is responsible for managing incoming calls from clients' customers, providing customer service support, and resolving routine questions about client services or in-store offerings. This role involves collaborating with team members and other departments to ensure customer satisfaction and loyalty. The specialist will also oversee the activities of other team members. Key duties include answering calls professionally, providing accurate information using available resources, understanding company products/services, identifying and resolving customer needs, documenting calls, adhering to scripts, meeting performance metrics, attending training, and maintaining a positive and professional demeanor.
Must have:
  • Strong phone and verbal communication skills
  • Active listening skills
  • Exceptional communication and interpersonal skills
  • Empathy and customer-oriented approach
  • Ability to handle multiple tasks and prioritize
  • Proficient in call center software
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: 

  • Answer incoming calls from customers, responding to questions 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.

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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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