Client Support Associate
3 days ago
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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