Senior Agent, Connected Drive, Afternoon Shift
hace 4 semanas
As a Senior Agent, you will play a vital role in ensuring exceptional customer service standards are consistently met and exceeded.
Key Responsibilities:- Handle escalated customer inquiries, complaints, and issues with professionalism and empathy.
- Provide exceptional customer service by resolving complex problems and addressing customer concerns.
- Serve as a point of contact for customers who require additional assistance.
- Mentor and provide guidance to junior agents, assisting them in handling difficult calls and improving their performance.
- Conduct side-by-side coaching sessions and offer constructive feedback to help agents develop their skills.
- Stay up-to-date with company policies, products, and procedures to provide accurate information to customers and agents.
- Share insights and best practices with the team to enhance overall performance and customer satisfaction.
- Monitor and evaluate calls to ensure compliance with company guidelines and customer service standards.
- Assist in identifying training needs and recommending improvements to processes and procedures.
- Maintain detailed and accurate records of customer interactions, escalations, and issue resolutions.
- Generate reports and analyze data to identify trends and areas for improvement.
- Collaborate with team leaders and managers to provide input on agent performance and operational improvements.
- Participate in team meetings, training sessions, and other collaborative activities.
- Embody and promote our company's culture, mission, vision, and values in all interactions with customers and team members.
Qualifications:
- Proven experience as a call center agent with at least 6 months in a similar role.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and the capacity to handle difficult customer interactions.
- Proficient in using BSO software.
- Leadership skills and the ability to mentor and support junior agents.
- Strong attention to detail and organizational skills.
- Ability to work in a fast-paced and dynamic environment.
- Flexibility to work afternoon shift and weekends as needed.
At Bosch Group, we value expertise, commitment, and experience. If you're passionate about delivering exceptional customer service and leading a team, we encourage you to apply.
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