Senior Call Center Agent

We are in search of a dedicated and experienced Remote Senior Call Center Agent to join our dynamic customer service team. The ideal candidate will not only possess exceptional communication skills but also have a proven track record of delivering outstanding customer support and mentoring junior agents. As a Senior Agent, you will play a pivotal role in shaping our customer experience, addressing complex issues, and continuously improving our service delivery standards.

• High school diploma or equivalent; a Bachelor’s degree is a plus.

• Minimum of 3 years of experience in a call center or customer support role.

• Strong interpersonal and communication skills.

• Proficiency in using call center software and customer relationship management (CRM) systems.

• Ability to handle stressful situations calmly and professionally.

• Solid understanding of the company's products/services and the industry

• Remote working experience will be a plus.

Requirements:

• A computer with at least 8GB RAM.The computer must be Windows-based (MacBooks and Chromebooks are not acceptable).

• Internet speed of at least 12MBPS.

• A noise-reducing headset.

• A quiet workspace.

1.       Handle high-level customer inquiries and complaints through phone and email.

2.       Resolve complex issues that junior agents escalate, ensuring a satisfactory outcome for the customer.

3.       Provide on-the-job training and mentorship to newer call center agents.

4.       Share insights and feedback on common issues to help improve team performance.

5.       Monitor and review calls and interactions to ensure they meet the company's quality standards.

6.       Provide feedback on agent performance and areas of improvement.

7.       Assist in developing and updating scripts, guidelines, and FAQs based on common customer issues and feedback.

8.       Collaborate with the Call Center Manager in implementing new strategies and procedures to enhance efficiency and customer satisfaction.

9.       Regularly report on individual and team performance metrics.

10.   Identify trends in customer inquiries and provide feedback to management.