Senior CX Agent | Ace & Tate

Para ser considerado para una entrevista, por favor, asegúrese de que su solicitud se ajusta plenamente a las especificaciones del puesto que se encuentran a continuación.
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 performanc

📌 CX Agent | Ace (Valencia)
🏢 Wewow
📍 Valencia