Job DescriptionAs 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.
Your role will be instrumental in ensuring that our team consistently meets and exceeds customer service standards.
Additionally, 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, complaints, and issues with professionalism and empathy.Provide exceptional customer service by resolving complex problems and addressing customer as a point of contact for customers who require additional assistance.Agent Support:Mentor and provide guidance to junior agents, assisting them in handling difficult calls and improving their performance.Conduct side-by-side coaching sessions and offer 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 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 in identifying training needs and recommending improvements to processes and procedures.Documentation:Maintain detailed and accurate records of customer interactions, escalations, and issue resolutions.Generate reports and analyze 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.Participate 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 and team the highest standards of professionalism and integrity, consistently representing our brand positively.QualificationsProven 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 InformationImpress 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.Discover new directions and apply now
