Community Associate

A Community Associate will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CA are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Community Associate can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CA can gather that for you. Problem-solving also comes naturally to CA. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities:

- Managing large amounts of incoming calls and customer service inquiries.
- Generating sales leads that develop into new customers
- Identifying and assessing customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers