Client Support Associate

What You Will Be Doing:

• As a Client Support Associate, you will need to be a great listener as you work to troubleshoot and understand issues. You will work to resolve issues upon initial contact (i.e., first call resolution), and prevent future issues whenever possible by educating our Clients and reviewing their accounts. You will oversee all problems to resolution, even when delegated to other teams.
• You will provide engaging, responsive, timely telephone and email support to Consumer Clients, Sales, and other internal team members. You will be the point of contact for the Consumer and/or Sales team member as you keep them informed of the status of open issues while actively working to troubleshoot and resolve them. You will play a role in retention as you communicate collaboratively with Sales to address any Consumer issues.
• Client Support Associate must maintain a strong understanding of the products and services of Autotrader. Adhere to all policies, procedures, and guidelines. Understand the organization (departments, personnel, and their responsibilities). Develop or improve on internal systems knowledge.
• Being a Client Support Associate, you will need to be flexible as you adjust to changing duties and responsibilities as the department and the company evolve. Additional projects, assignments or responsibilities may be assigned in order to assist the department/company meet their objectives and providing the Ultimate Service to our Clients.

What We Expect You To Have:

• High secondary or 10+2 diploma with 3 years experience in a related field; OR any stream graduate degree with 1 year of experience.
• Strong computer skills, especially proficient in Microsoft Office, Outlook, and other Internet-based tools.
• Strong understanding of business operations (spreadsheets, trends, data)
• Be Flexible in working hours which is a must.
• Excellent oral and written communication skills;
• An unerring attention to detail;
• The ability to multi-task answering numerous chats/calls and navigating smoothly between both mediums.
• A professional demeanor with the ability to take ownership of every chat, call or email and find a solution for every customer.
• The ability to think on your feet in a fast-paced environment where messages over chat, call and email come fast and furious;
• Experience working as part of a collaborative team – we work together to make sure customers are able to use our products and services without any trouble and excellent experience is provided during every interaction.