Senior Agent, Connected Drive, Afternoon Shift
hace 3 semanas
As a Senior Agent, you will play a vital role in ensuring exceptional customer service standards are consistently met and exceeded. 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 Responsibilities:
- Handle escalated customer inquiries, complaints, and issues with professionalism and empathy.
- Provide exceptional customer service by resolving complex problems and addressing customer concerns.
- Mentor and provide guidance to junior agents, assisting them in handling difficult calls and improving their performance.
- Stay up-to-date with company policies, products, and procedures to provide accurate information to customers and 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 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.
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.
Additional Information:
Impress us with your competence, personality, and commitment, and you'll be able to set out on a new career path.
It is your expertise, commitment, and experience which makes our services "Invented for life" and sparks enthusiasm in our customers.
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