CX Agent | Ace & Tate (English Native)

wewow; Valencia; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

WeWow is seeking a Senior CX Agent to lead the customer experience team in Valencia, Spain. The role involves resolving complex customer issues, mentoring team members, and ensuring high standards of service delivery.

The ideal candidate will be fluent in English, possess strong problem-solving skills, and have previous management experience in a related field. This role offers an opportunity to make a significant impact on team performance and customer satisfaction.

Formación

• Experience in a management role within a customer service environment.
• Ability to motivate and inspire team members.
• Flexibility to work in different shifts.

Responsabilidades

• Resolve complex customer queries effectively.
• Provide leadership and guidance to the CX team.
• Conduct training sessions for team members.
• Manage daily scheduling and holiday requests.

Conocimientos

Fluent in English

Coaching and mentoring

Problem-solving

Communication skills

Analytical skills

Descripción del empleo

Senior CX Agent | Ace & Tate

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.

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 Ace & Tate. Your role as a Senior Agent 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

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

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

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

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

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

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

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

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

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

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

• 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.

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

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

Qualifications

• Fluent in English

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

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

• You are flexible and willing to work in different shifts

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

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

• You own excellent communication and analytical skills

• You are someone with a hands‑on mentality