Senior Agent, Connected Drive, Afternoon Shift
hace 4 semanas
As a Senior Agent, you will play a vital role in ensuring the highest level of customer satisfaction and service quality in our Connected Drive team. Key responsibilities include handling complex customer inquiries, escalating issues, and providing guidance and support to junior agents. In this role, you will act as a brand ambassador, embodying and promoting our company's culture, mission, vision, and values.
Key Responsibilities:
- Customer Interaction: Handle escalated customer inquiries and issues with professionalism and empathy, providing exceptional customer service by resolving complex problems and addressing customer needs.
- Agent Support: Mentor and provide guidance to junior agents, assisting them in handling difficult calls and improving their performance.
- Knowledge Sharing: Stay up-to-date with company policies, products, and procedures to provide accurate information to customers and share insights and best practices with the team.
- Quality Assurance: Monitor and evaluate calls to ensure compliance with company guidelines and customer service standards, identifying training needs and recommending improvements to processes and procedures.
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.
- Leadership skills and the ability to mentor and support junior agents.
We are seeking a highly motivated and customer-focused individual to join our team. If you have a passion for delivering exceptional customer service and are committed to excellence, we encourage you to apply.
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Barcelona, Barcelona, España Bosch Group A tiempo completoJob SummaryWe are seeking a skilled Senior Agent to join our Connected Drive team as an Afternoon Shift Expert. In this role, you will serve as a valuable intermediary between our frontline call center agents and team leaders, handling complex customer inquiries, resolving escalated issues, and providing guidance and support to junior agents.Key...
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