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