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.