Senior Team Lead, Connected Drive, Afternoon Shift
hace 2 semanas
As a Senior Agent, you will play a key role in ensuring exceptional customer service standards are consistently met and exceeded in our Connected Drive team. Your primary responsibility will be to handle complex customer inquiries, resolve escalated issues, and provide guidance and support to junior agents.
Key Responsibilities- Customer Interaction: Handle escalated customer inquiries, complaints, 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, conducting side-by-side coaching sessions and offering constructive feedback to help agents develop their skills.
- 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 to enhance overall performance and customer satisfaction.
- 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.
- Documentation: Maintain detailed and accurate records of customer interactions, escalations, and issue resolutions, generating reports and analyzing data to identify trends and areas for improvement.
- Team Collaboration: Collaborate with team leaders and managers to provide input on agent performance and operational improvements, participating in team meetings, training sessions, and other collaborative activities.
- Brand Ambassador: Embody and promote our company's culture, mission, vision, and values in all interactions with customers, upholding the highest standards of professionalism and integrity, consistently representing our brand positively.
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 shifts and weekends as needed.
We are looking for talented individuals who can contribute to the success of our Connected Drive team. If you have the skills and passion to deliver exceptional customer service, we want to hear from you.
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