About the role.

As a Senior CX Agent, you will be at the forefront of resolving complex customer inquiries, 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.

In addition to your responsibilities as a hands-on agent, you will take on a leading role by coordinating daily operations, reviewing processes, proposing improvements and fostering a pro-active cooperation with in3. Your role as a foreman involves sharing performance insights, best practices, and serving as a mentor to the team, contributing to their professional development and guiding the team towards new heights of excellence.

Key responsibilities 

• Setting an example in friendly and professional support, putting customer needs at the forefront across all channels. Assist in resolving complex or escalated customer issues, demonstrating problem-solving skills

• Provide leadership and guidance to the customer service team, overseeing daily operations and ensuring a smooth workflow. Motivating the team and fostering a positive culture and working

• Oversee all contact channels and analytics to define workload, time management and priorities to improve KPI performance.

• Responsible for daily standups and weekly meetings with the CS team and Team lead in3

• First point of contact to answer any questions of the team and function as a liaison between in3 and weWow

• Monitor and evaluate individual and team performance, implement improvement strategies and conduct regular performance reviews and feedback sessions

• Optimise workflows and processes for efficiency, implement strategies to enhance productivity and collaborate with other departments for process improvements

• Monitor recurring issues and ensure the team is collecting this information to flag internally.

• Conduct training sessions for new and existing team members, identify skill gaps and implement training programs and support ongoing professional development within the team

• Continuous feedback loop as part of the improvement and training management

• Responsible for the daily management of the planning and holiday requests in line with forecast and in close communication with in3