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