Descripción:

• Answer phone calls and respond to emails from partners by providing a positive experience in all partner interactions. Follow up on any open issues to resolve partner issues quickly.

*Handling of Partner Incident Response requests with 2hr SLA

• Support email inquiries into the our client Partner Connect regarding partner programs, partner account information, partner fees, opportunity registration partner rebates, etc. and respond within pre-defined SLA.

• Perform outbound calls when required.

• Update and maintain partner information in the partner portal.

• Summarize call, chat and email volumes to management.

• Provide partner feedback on programs, top inquiries, system issues to management.

• Escalate program/technical issues to the subject matter expert. Obtain management support to resolve open issues as required.

• Work closely with other PSC specialists in other regions and share info

• Maintaining a Customer satisfaction of over 6.00 out of 7.00 at all time

*Rotative on-call shift during weekends.

• Experience in customer service or any customer facing environment and advantage.

• Excellent communication skills in English, both written and verbal, additional languages an advantage

• Quick learner and be able to comprehend interdependency of multiple programs/processes

• Ability to stay calm, cool, and collected when dealing with difficult situations.

• Exceptional organizational and problem-solving skills; keen attention to detail.

• Strong team player but willing to speak up and share ideas.

• Ability to identify root cause of an issue/inquiry and offer solutions.

• Self-motivated in a cross-functional, fast-paced and dynamic environment

• Hands on experience with PRM systems, Sales Force experience preferred.

• Proficient with MS Office Suite