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 mammaly. 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:
Daily check in with mammaly, open questions on platforms, new applications & support on other queues if the situation requires
Responsible for daily standups and weekly meeting with the CS team and team lead of mammaly
Focus on KPIs and deliver in depth insights with the support of data
Oversee all contact channels and live analytics to define workload, time management and priorities to improve quality and CSAT
First point of contact to answer any questions of the team and function as a liaison between mammaly and weWow
Monitor recurring issues and ensure the team is collecting this information to flag internally
Continuous feedback loop as part of the improvement and training management
Responsible for the daily management of the planning and holiday requests in line with forecast and in close communication with mammaly
Cs-updates channel: taking care that every post is ticked off by all of the weWow-members
Keep an eye on all other relevant Slack-channels (f.e. customer-support, drop) and make sure that the incoming tasks get completed
Be the brand ambassador for both weWow and mammaly
Fluent in German and good English proficiency
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
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