Client Support Associate

3 days ago


Franklin, Tennessee, United States Thnks Full time

Job Title:

Client Support Associate

Reports To:

Director, Customer Experience

Department:

Customer Experience

Direct Reports:

N/A

Job Summary:

The Client Support Associate plays a critical role in delivering exceptional customer experiences for Thnks. This position requires a strong ability to build relationships, communicate effectively, and resolve complex issues in a timely and professional manner.

Key Responsibilities:

  • Provide top-notch support to customers via various channels, including live chat and phone calls.
  • Maintain a high level of response efficiency and accuracy, utilizing pre-written replies to maximize productivity.
  • Solve complex customer issues, often requiring collaboration with internal teams and external vendors.
  • Report platform issues to the Product team, ensuring seamless resolution and minimizing downtime.
  • Coordinate with the Marketplace team to address Thnks availability and supply chain issues.
  • Resolve client issues from all departments, both internally and externally, to ensure customer satisfaction.
  • Educate customers on the value and versatility of Thnks, highlighting its unique features and benefits.
  • Champion a customer-centric approach, demonstrating empathy and enthusiasm in all interactions.
  • Communicate effectively with vendors to rectify shipping and supply chain issues.

Requirements:

To succeed in this role, you will need:

  • 2-3 years of experience in a customer-facing role, with a proven track record of delivering exceptional customer experiences.
  • Strong typing skills, with the ability to type above 50 words per minute.
  • Excellent relationship-building skills, with the ability to communicate effectively with both internal and external stakeholders.
  • A self-motivated team player with a collaborative and consultative style, able to prioritize tasks and work effectively in a fast-paced environment.
  • Strong problem-solving skills, with the ability to communicate clearly and tactfully with customers.

Success Metrics:

To measure success in this role, we will focus on:

  • Maintaining an average response time of under 3 minutes.
  • Achieving a customer satisfaction score of 90% or above.

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