Qualifications: Have basic computer skills, as well as a working knowledge of essential customer relationship management software and internal tools, such as Salesforce, Aircall, and Google Workspace.
Work to reduce the contact rate through proactive use of templates, references to FAQs, help center features and blog posts to ensure partner queries are responded to in full. Evaluate the nature of the partner query and determine the most effective way to resolve the issue using the most effective communication tool. Tag conversations at all times. Actively suggest topics for upcoming newsletters and mass communications and provide feedback on template requirements.
Have an excellent command of English and follow internal quality guidelines for written/oral communication. Demonstrate tenacity for problem solving and beginner-level skills in active listening/empathy in a partner-oriented mindset. Adept in objection handling and fostering positive communication with partners.
Have a good understanding of internal processes, policies, and procedures such as onboarding, compliance requirements, payment processes and incident management. Can locate, utilize established sources of information, and use correct communication channels to seek assistance or forward the inquiry to the correct stakeholder when required.
Responsive to incoming contacts in different channels such as Intercom, Salesforce, Slack and Gmail, and prioritizes inquiries based on the importance/urgency of the contact. In doing so, will ensure that queue volumes are kept manageable and effectively communicate all pertinent information in daily handovers to other team members.
Have a good understanding of team KPIs and can interpret related reports provided by senior team members
YOUR CHALLENGE
You are a goal-driven, outgoing individual who enjoys working within a close team. We seek keen problem solvers with excellent English language skills to help build a brand-new group of communicators within the partner support team. Your goal is to respond to partners queries, convey key messages on behalf of the partner management team, and help build an information infrastructure to the benefit of the entire Blacklane crew. Moreover, you'll join a great international team of highly talented people who are eager to welcome you onboard!
ABOUT YOU
You will support various administrative & operational tasks and ensure completion of related projects.
You will conduct outbound prospecting, cold calling, and other relevant activities to identify new chauffeur service companies in your assigned territories.
You will utilize business directories, web searches, and other data sources to research leads, reach out to potential partners via phone/email, and meticulously record these activities.
You will reach out to chauffeurs (outbound calling) to engage in the onboarding process. You will work with established CRM (Customer Relationship Management) tools to email and call Blacklane's partners, answering their queries and assisting with administrative requests. You will prioritize inquiries based on the importance/urgency of the contact.
You will demonstrate a partner-oriented mindset & foster positive communication. You will proactively use both internal and external information resources to support partners and team members.
You will triage queries and liaise with other crew members to ensure partners are provided with the support they require as soon as possible.
You will support senior team members in identifying communication needs, information gaps, and new focus topics.
You will develop a good understanding of internal processes, policies, and procedures and when required, use correct communication channels to seek assistance or forward the inquiry to the correct stakeholder when required.
- Here are the reasons why you should join Intogreat:
Competitive Salary Package
HMO on Day 1 w/ 2 Free Dependents up to 200k MBL
Group Life Insurance Bereavement Assistance- Above Market Annual Appraisal
Work-life Balance
- High Staff Engagement Culture
Long-term Development Plan Program Cultural Training
High-end IT Devices- Employee Awards and Events
Job Type: Full-time
Benefits: Life insurance
Schedule:
Supplemental Pay:
Experience:
- Customer service: 3 years (Required)
* Sales: 1 year (Required)
