Partner Support - Japanese Speaking
A Partner Support Specialist is responsible for providing dedicated support to a company's external partners, addressing their inquiries, troubleshooting technical issues, resolving concerns, and maintaining strong relationships to ensure successful partnership outcomes, often acting as a liaison between the partner and internal teams to facilitate smooth operations and achieve mutual goals.
Key Responsibilities:
Partner Onboarding:
Assisting new partners with the integration process, providing training on company products, services, and partner portal functionalities.
Issue Management:
Receiving and managing partner inquiries, complaints, and feedback, escalating complex issues to relevant internal teams when necessary.
Knowledge Base Maintenance:
Contributing to and updating internal knowledge base with partner-specific information, troubleshooting guides, and best practices.
Communication Management:
Maintaining open and regular communication with partners via phone, email, and online platforms, providing timely updates and status reports on issues.
Relationship Building:
Developing strong working relationships with partner contacts, understanding their needs and proactively addressing concerns to foster mutual trust and satisfaction.
Performance Monitoring:
Tracking key partner metrics, identifying areas for improvement, and reporting on partner performance to internal stakeholders.
Partner Training:
Delivering training sessions to partners on new features, updates, and best practices to maximize their utilization of the company's platform.
Required Skills and Qualifications:
Proven experience in sales operations within a BPO environment, ideally with expertise in managing large sales teams and complex data sets.
Knowledge of industry-specific sales processes and best practices
Experience with CRM systems like Salesforce, or similar platforms
Excellent communication and interpersonal skills, with the ability to build rapport with diverse partners
Problem-solving and troubleshooting skills with the ability to identify root causes and provide effective solutions
Proficiency in customer relationship management (CRM) tools and ticketing systems
Detail-oriented with strong organizational skills and ability to manage multiple priorities
Ability to work independently and as part of a cross-functional team
Knowledge of partner ecosystem dynamics and best practices for managing relationships
Has experience delivering trainings
Kuala Lumpur
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