- Provide exceptional customer service by handling escalated issues and complex customer inquiries that require advanced problem-solving skills
- Serve as the primary point of contact for customer service agents during assigned shifts, offering guidance, support, and real-time coaching
- Assist the Customer Experience Manager in implementing and enforcing customer service policies, procedures, and best practices
- Monitor and manage team performance during shifts, ensuring that all agents meet or exceed agreed-upon KPIs
- Identify areas for improvement in customer service processes and implement necessary changes
- Conduct regular team huddles and one-on-one meetings to provide feedback and foster a positive team environment
- Assist in the training and onboarding of new customer service agents
- Maintain accurate records of customer interactions, escalations, and resolutions
- Collaborate with other departments to resolve complex customer issues
Data AnalysisProblem SolvingCustomer service+2 more