[Hiring] LMS - Specialist @Ansira Partners II, LLC

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Role Description

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.
• 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 tickets (calls, chats and emails) 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.

Qualifications
• Strong written, 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.

Requirements
• High school diploma or equivalent.
• Experience in a customer support role or a related role in American process.
• Remote-work experience preferred and demonstrated ability to work independently.

Company Description

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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