Partner Care Advisor

Partner Care Advisor

Our Partner Care Team: Positively Engaging and Delighting Clients
At the heart of our Partner Care team we commit to positively engage and delight our clients. Our team achieves this by empathizing with our clients, taking the time to understand their call and the context behind them. We ensure that expectations are agreed upon in a positive manner, reassuring our clients that we take ownership of the tickets being created. This approach not only fosters trust but also ensures that our clients feel valued and heard.  We act with Integrity, to gain Trust, we Communicate well to deliver exceptional Service.  ITCS.

Essential

• Knowledge of the IT sector, best practices, and MSP operations
• Strong client-facing and communication skills, written and verbal
• Positive and energetic attitude
• Customer service-oriented with a focus on exceeding expectations
• Resilient and adaptable under pressure with the ability to prioritise
• Passionate about contributing to team success
• Eager to join an innovative and forward-thinking company
• Excellent interpersonal skills for building a strong rapport with clients and colleagues
• Work experience in a fast-paced customer service role

Job Description

Partner Care are our first impression of ITC and are instrumental in setting the tone for our client relationships.  The Partner Care Advisor is responsible for monitoring the delivery of high-quality customer service to our clients, ensuring customer satisfaction and optimal effective use of our resources.

This role involves maintaining client satisfaction, contributing to an efficient partner care team and continuously improving processes to meet service standards and SLA’s.

The Partner Care Advisor will work closely with all teams to ensure seamless customer service delivery and continuous improvement of processes and procedures.

Roles and Responsibilities of a Partner Care Advisor

1. Client Support

• Work collaboratively to dispatch service tickets in a timely manner
• Provide high quality customer service to ensure smooth flow of support tickets.
• Manage complaints effectively
• Coordinate with other departments to resolve customer issues.
• Manage and update CRM systems with customer details/updates

2. Maintain Communication

• Engage regularly with clients to address ongoing concerns, provide value, and build trust, engage and delight
• Maintain consistent communication until issue has been handed over to Service Desk for further support.

3. Collaboration

• Day to day operational development of a small team – motivate and inspire the Partner Care team on the best ways to approach the needs of the clients
• Create and implement process as needed and in line with the organisation to ensure that team members stay focused in administering their duties.
• Guide and mentor members of the team to ensure they are delivering a high level of customer service that meets or exceeds customer expectations.
• Collaborate with all teams to align customer care service with company objectives

4. Achieve and Exceed KPIs

• Observe performance of the team and give detailed statistical feedback.
• Use data to measure productivity and goal achievement.
• Use data to inform planning
• Report to management and make suggestions for improvement.
• Collaborate with management to set and align Key Performance Indicators (KPIs).
• Work closely with all departments to meet/exceed targets.

5. Use Tools Effectively

• Fully utilise ITC’s tools, such as Microsoft 365, Connectwise PSA.

6. Uphold ITC’s Core Values

• Act with integrity and trust in all interactions with prospects and team members.
• Tailor communication styles to suit different clients while upholding ITC’s commitment to excellent service.
• Demonstrate flexibility, resilience, and a process-driven approach in all activities.

KPIs examples

• Maintain our industry leading CSAT and NPS scores.
• Ensure calls are answered within specified timescales.
• Meet specified ticket response SLA’s.
• Increase customer portal usage.
• Continual Development Contribution.
• Improve and Maintain team morale.
• Ticket content quality.
• Know our team, right resource right time.
• Actively look for time saving opportunities across the service desk.