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Client Support Associate

Job Title:

Client Support Associate

Reports To:

Director, Customer Experience

Department:

Customer Experience

Direct Reports: 

N/A

 

SUMMARY

The Customer Support Associate works closely with customers to answer questions and resolve issues that arise in a prompt and professional manner. Providing support to all departments within Thnks, the Support Associate is critical to the success of Thnks.

 

DUTIES AND RESPONSIBILITIES

  • Interact with customers via email and live chat
  • Occasionally hop on customer calls via phone or video chat
  • Maintain response time of less than 3 minutes
  • Maximize response efficiency and accuracy using pre-written replies
  • Solve complex issues within the customer experience
  • Report platform issues to the Product team
  • Coordinate with the Marketplace team regarding Thnks availability and supply issues
  • Resolve client issues from all departments internally and externally
  • Educate customers on the value and versatility of Thnks
  • Champion compassion and excitement towards our clientele 
  • Communicate with vendors to rectify shipping and supply issues

 

NECESSARY SKILLS AND QUALIFICATIONS

  • 2 - 3 years experience in a customer facing role
  • Ability to type above 50 words per minute
  • Strong relationship building skills, with both internal and external stakeholders
  • Self-motivated team player with a collaborative and consultative style
  • Ability to communicate clearly and tactfully when dealing with customer questions and challenges
  • Ability to prioritize, multi-task, and perform effectively in a fast-paced, dynamic environment

 

SUCCESS IS…

  • Maintaining an under 3 minute response time
  • Achieving a 90% or above customer satisfaction score

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