What are the responsibilities and job description for the Member Support Agent position at Panna Knows?
Job Description
Job Description
Who Our Client Is :
Our client brings industry communities together to solve supply-chain problems through the adoption and implementation of their standards. More than 200,000 businesses in 25 industries rely on our client for trading-partner collaboration and for maximizing the cost effectiveness, speed, visibility, security, and sustainability of their business processes. They achieve these benefits through solutions based on their global unique numbering and identification systems, bar codes, Electronic Product Code-based RFID, data synchronization, and electronic information exchange.
What Our Client Needs :
Our client is looking for a Member Support Agent to deliver exceptional customer service and act as the primary advocate for customers in a fast-paced contact center environment. This role involves handling customer inquiries across multiple channels, including phone, email, and web chat, while collaborating with internal teams to resolve customer concerns and promote retention and growth.
Who You Are :
You are a customer-focused professional with a proven track record in a call center environment. You thrive on providing consultative support to customers, building relationships, and identifying opportunities to deliver tailored solutions. You bring strong communication skills, attention to detail, and the ability to work both independently and collaboratively. Your ability to adapt to various communication styles and personalities ensures a seamless and personalized customer experience.
What Youll Do :
As a Member Support Agent, you will provide consultative support to customers, take ownership of their inquiries, and work collaboratively to deliver solutions that align with their needs.
- Provide a seamless delivery of the service experience while recognizing opportunities to deepen customer relationships.
- Proactively engage customers via inbound calls and emails to build relationships and secure new business opportunities.
- Identify and offer needs-based solutions, cross-sell opportunities, and service options to enhance revenue and customer retention.
- Analyze customer needs and provide information about available solutions, including membership benefits, tools, and training opportunities.
- Take complete ownership of customer requests, collaborating cross-functionally to achieve final resolution.
- Overcome objections and influence customers to take desired actions or change behaviors.
- Maintain a strong working knowledge of the companys solutions and services, with a commitment to continuous education and development.
- Translate complex processes into simple, actionable steps for customers.
- Recognize, document, and alert management of trends in customer interactions.
- Demonstrate self-motivation and work independently to achieve assigned developmental goals.
- Tailor communication approaches to meet various customer communication styles and personalities.
This position requires less than 5% travel (domestic) and has no supervisory responsibilities.
What Youll Need :
What They Offer :
Our client is an Equal Opportunity Employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin.
