Customer Service Agent

As a Customer Service Agent , you will also analyze key performance metrics to identify areas for improvement and implement solutions to elevate our service standards. If you're passionate about customer service and have a knack for leadership, we would love to have you on board!

Responsibilities

• Lead and motivate the customer care team to achieve service excellence and productivity targets.
• Monitor customer interactions to ensure compliance with company policies and service standards.
• Develop training programs and workshops to enhance team skills and knowledge.
• Establish metrics and benchmarks to assess team performance and customer satisfaction.
• Act as an escalation point for complex customer issues, providing effective resolutions.
• Collaborate with other departments to address customer concerns and improve service delivery.
• Continuously analyze feedback and trends to optimize customer care processes.

Requirements

• Bachelor's degree in business administration, management, or a related field.
• Minimum of 3 years of experience in customer service roles, with at least 1 year in a managerial position.
• Proven leadership and team management skills, with a focus on cultivating a high-performance culture.
• Strong analytical skills to interpret performance data and identify areas for improvement.
• Excellent communication and interpersonal skills, with the ability to engage and inspire team members.
• Demonstrated problem-solving abilities and a customer-first mentality.
• Familiarity with customer service software and CRM systems.