Subject Matter Expert - Spain
Responder al anuncioAbout the job Subject Matter Expert - Spain (IJP)General Customer Care Agent DutiesBeing the first point of contact for our customersDemonstrating confidence while using all different channels (Email & Chat)Providing general support and building engaging relationships on every customer call or interactionInvestigating and resolving customer complaints and feedback effectivelyWorking collaboratively with the team to ensure business & team objectives are metBeing an expert regarding company policies, tools, and systemsMaintain a clean and tidy work environmentBe on queue handling interactions proactively in line with SL requirementsDaily DutiesLeading by exampleShow a comprehensive knowledge of products and services and their competitive advantages through continuous self-improvement and following quality standardsSupport the agents by keeping them informed on all updates via Slack & Email, helping them feel prepared for the days aheadAssist the TLs in conducting team meetings and huddlesProactively walking the floor and ensuring all agents on the floor feel motivated and supportedIf remote working, ensure that the support channels are monitored, and agents feel supportedAssisting with Team Leader duties (general admin tasks, real-time monitoring, floor support, complaint resolution, and escalations)Assigned admin duties from the SME Task listFeedback on live trending issues to the Management TeamGeneral DutiesAct as a role model for new employees regarding company policies, procedures, and guidelinesParticipate in Customer Care events and activities such as 360 meetings, CC week, etc. Encourage other agents to participate in activities that require senior management and TL buy-inAssisting the Training Manager, Team Leaders, and Contact Centre Manager with any required tasks with positivityEducating yourself on the team's performance, individual agents' performance, and any areas for improvementIdentifying and escalating any performance-related issues to the Team Leaders or Contact Centre ManagerDisplaying consistently high standards of customer service and working on improving agents' quality scores in order to improve customer satisfactionMaintain an open learning climate and provide consistent constructive feedbackBeing highly Brand focused, and using educated judgment to maintain the brand while delivering high-level customer service at all timesBe expected to take on any ad hoc projects that may be assigned to you1st level support for onboarding training and nestingWhat to expect when your TL is off? Managing the volume of contacts efficiently across all channelsBeing the point of contact for the team if management is not presentTake a record of any concerns immediately with HR/TLs; lateness, absence, performance, and attitudeCompleting the Daily snapshot report, always providing a detailed summary and handoverResolving any customer complaints or escalationsEnsuring all agents on the floor feel motivated and supportedCarry out all admin, logistics, and TL tasks efficientlyCommunicate directly with the clients as needed (Slack / Email)Be proactive in your education and development, please provide suggestions and innovation to improve our departmentCommunicate updates, overall team performance and statistics to the team regularly#J-18808-Ljbffr
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