About the job Subject Matter Expert - Spain (IJP)
General Customer Care Agent Duties
* Being the first point of contact for our customers
* Demonstrating confidence while using all different channels (Email & Chat)
* Providing general support and building engaging relationships on every customer call or interaction
* Investigating and resolving customer complaints and feedback effectively
* Working collaboratively with the team to ensure business & team objectives are met.
* Being an expert regarding company policies, tools, and systems
* Maintain a clean and tidy work environment.
* Be on queue handling interactions proactively in line with SL requirements.
Daily Duties
* Leading by example
* Show a comprehensive knowledge of products and services and their competitive advantages through continuous self-improvement and following quality standards.
* Support the agents by keeping them informed on all updates via Slack & Email, helping them feel prepared for the days ahead.
* Assist the TLs in conducting team meetings and huddles.
* Proactively walking the floor and ensuring all agents on the floor feel motivated and supported.
* If remote working, ensure that the support channels are monitored, and agents feel supported.
* Assisting with Team Leader duties (general admin tasks, real-time monitoring, floor support, complaint resolution, and escalations).
* Assigned admin duties from the SME Task list.
* Feedback on live trending issues to the Management Team.
General Duties
* Act as a role model for new employees regarding company policies, procedures, and guidelines, in line with the HelloConnect Competencies (at the end of this document)
* Participate in Customer Care events and activities such as 360 meetings, CC week, etc.
* Encourage other agents to participate in activities that require.
* Senior Management and TL buy in Assisting the Training Manager, Team Leaders, Contact Centre
* Manager with any required tasks with positivity.
* Educating yourself on the team's performance, individual agents' performance, and any areas for improvement.
* Identifying and escalating any performance-related issues to the Team Leaders or Contact Centre Manager.
* Displaying consistently high standards of customer service and working on improving agents' quality scores in order to improve customer satisfaction.
* Maintain an open learning climate and provide consistent constructive feedback.
* Being highly Brand focused, and using educated judgment to maintain the brand while delivering high-level customer service at all times
* Be expected to take on any ad hoc projects that may be assigned to you.
* 1st level support for onboarding training and nesting
What to expect when your TL is off?
* Managing the volume of contacts efficiently across all channels
* Being the point of contact for the team if management is not present.
* Take a record of any concerns immediately with HR/TLs; lateness, absence, performance, and attitude.
* Completing the Daily snapshot report, always providing a detailed summary and handover.
* Resolving any customer complaints or escalations.
* Ensuring all agents on the floor feel motivated and supported.
* Carry out all admin, logistics, and TL tasks efficiently.
* Communicate directly with the clients as needed (Slack / Email)
* Be proactive in your education and development, please provide suggestions and innovation to improve our department.
* Communicate updates, overall team performance and statistics to the team regularly.
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