Partner Support Associate (English & Portuguese)

About the role

The Partner Support Associate, based in Colombia, handles incoming calls, chats and emails from customers in English. The role provides customer service and resolves routine questions about client services or in-store offerings, working with other team members and departments to ensure customer satisfaction and loyalty.

Key responsibilities

• Respond promptly and professionally to calls, chats and emails, giving accurate and complete information using the right tools and procedures.
• Understand the company's products or services and identify customer needs through active listening and research.
• Resolve problems and document tickets in the call center database.
• Follow scripts or call flows and meet performance metrics such as call quality, customer satisfaction scores and average speed of answer.
• Attend training and team meetings, and may perform other administrative duties as assigned.

Required profile

• High school diploma or equivalent.
• Experience in a customer support role or a related role in American process.
• Willingness to work weekends with scheduled week offs as required by the business.
• Part of the Inclusive Talent Program; ANSIRA encourages applications from persons with disabilities and offers reasonable accommodations.

Required skills

• Strong written and verbal communication in English and Portuguese.
• Active listening, empathy and ability to handle multiple tasks and prioritize.
• Proficiency in call center software; experience with Salesforce is a plus.