CX Agent | Ace & Tate (English Native)

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.

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  Exemplify a customer-centric approach in a warm and professional manner, prioritizing customer needs across all contact channels.

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  Resolve complex or escalated customer queries adeptly, showcasing strong problem-solving abilities.

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  Provide effective leadership and guidance to the in-house CX team, ensuring seamless daily operations and fostering a positive work environment.

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  Motivate team members and cultivate a culture of collaboration and high performance.

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  Supervise all communication channels and utilize analytics to optimize workload, time allocation, and prioritize tasks to elevate KPI performance.

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  Lead daily stand-ups and weekly meetings with the Customer Service team and Team Lead at Ace & Tate.

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  Serve as the primary point of contact for team inquiries, facilitating communication between Ace & Tate and weWow.

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  Monitor and assess individual and team performance, implement strategies for enhancement, and conduct regular performance reviews and feedback sessions.

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  Streamline workflows and processes for efficiency, introducing tactics to boost productivity, and collaborating with different departments for process enhancements.

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  Proactively identify and address recurring issues to flag internally and prevent issues from recurring again.

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  Conduct comprehensive training sessions for both new and existing team members, pinpointing skill gaps and spearheading tailored training initiatives to support continuous professional development in collaboration with the People department.

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  Foster a culture of ongoing improvement and learning, facilitating a continuous feedback loop.

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  Manage daily scheduling and holiday requests in alignment with forecasts, maintaining close coordination with Ace & Tate.

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  Fluent in English

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  A passion for coaching and mentoring high-performing team members, aimed at developing and accelerating the skills and career paths of your team

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  Enthusiastic and energetic people manager who is able to motivate and inspire

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  You are flexible and willing to work in different shifts

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  You have some form of professional and management experience in a comparable position

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  You are a proactive problem-solver and innovator to achieve successful results

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  You own excellent communication and analytical skills

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  You are someone with a hands-on mentality