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Senior Agent, Leaseplan Portugal

hace 2 meses


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**About Empresa Reconocida**

Empresa Reconocida is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the company develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.

**Job Summary**

We are seeking a highly skilled Senior Agent to join our team at Empresa Reconocida. As a Senior Agent, you will serve as a valuable intermediary between our frontline call center agents and team leaders. You will be responsible for handling complex customer inquiries, resolving escalated issues, and providing guidance and support to junior agents.

**Key Responsibilities**

  • **Customer Interaction**: Handle escalated customer inquiries, complaints, and issues with professionalism and empathy.
  • **Provide Exceptional Customer Service**: Resolve complex problems and address customer concerns in a timely and effective manner.
  • **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 agents.
  • **Quality Assurance**: Monitor and evaluate calls to ensure compliance with company guidelines and customer service standards.
  • **Documentation**: Maintain detailed and accurate records of customer interactions, escalations, and issue resolutions.
  • **Team Collaboration**: Collaborate with team leaders and managers to provide input on agent performance and operational improvements.

**Requirements**

  • Strong customer service skills and ability to handle complex customer inquiries.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
  • Strong problem-solving skills and ability to think critically.
  • Ability to maintain confidentiality and handle sensitive information.