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**Senior CX Agent | Ace & Tate**
As a Senior CX Agent, you will be at the forefront of resolving complex customer inquiries while continuously ensuring that every interaction leaves our customers with a positive impression. Your expertise will be crucial in navigating challenging cases, providing support to the Customer Experience Specialists, and maintaining a high standard of service delivery.
In addition to your responsibilities as a hands-on agent, you will take on a leading role by coordinating daily operations, reviewing processes, proposing improvements and fostering a pro-active cooperation with Ace & Tate. Your role as a Senior Agent involves sharing performance insights, best practices, and serving as a mentor to the team, contributing to their professional development and guiding the team towards new heights of excellence.
**Key Responsibilities**:
- Exemplify a customer-centric approach in a warm and professional manner, prioritizing customer needs across all contact channels.
- Resolve complex or escalated customer queries adeptly, showcasing strong problem-solving abilities.
- Provide effective leadership and guidance to the in-house CX team, ensuring seamless daily operations and fostering a positive work environment.
- Motivate team members and cultivate a culture of collaboration and high performance.
- Supervise all communication channels and utilize analytics to optimize workload, time allocation, and prioritize tasks to elevate KPI performance.
- Lead daily stand-ups and weekly meetings with the Customer Service team and Team Lead at Ace & Tate.
- Serve as the primary point of contact for team inquiries, facilitating communication between Ace & Tate and weWow.
- Monitor and assess individual and team performance, implement strategies for enhancement, and conduct regular performance reviews and feedback sessions.
- Streamline workflows and processes for efficiency, introducing tactics to boost productivity, and collaborating with different departments for process enhancements.
- Proactively identify and address recurring issues to flag internally and prevent issues from recurring again.
- Conduct comprehensive training sessions for both new and existing team members, pinpointing skill gaps and spearheading tailored training initiatives to support continuous professional development in collaboration with the People department.
- Foster a culture of ongoing improvement and learning, facilitating a continuous feedback loop.
- Manage daily scheduling and holiday requests in alignment with forecasts, maintaining close coordination with Ace & Tate.
- Fluent in English
- A passion for coaching and mentoring high-performing team members, aimed at developing and accelerating the skills and career paths of your team
- Enthusiastic and energetic people manager who is able to motivate and inspire
- You are flexible and willing to work in different shifts
- You have some form of professional and management experience in a comparable position
- You are a proactive problem-solver and innovator to achieve successful results
- You own excellent communication and analytical skills
- You are someone with a hands-on mentality
