Senior Call Center Agent

Role Overview

The Senior Call Center Agent plays a key role in delivering exceptional customer service while supporting the performance and development of the call center team. This role involves handling customer interactions, mentoring team members, ensuring compliance with company procedures, and contributing to the achievement of service quality and performance targets across assigned projects and campaigns.

Key Responsibilities

• Maintain accurate records of customer interactions, process customer accounts, and update relevant documentation.
• Follow company communication procedures, guidelines, and policies.
• Build positive relationships with customers and deliver an exceptional customer experience.
• De-escalate customer concerns and provide timely, effective resolutions.
• Collaborate with other call center professionals to continuously improve customer service.
• Support the onboarding and training of new team members on company policies and procedures.
• Achieve assigned KPIs and performance targets for each project or campaign.
• Guide team members to follow approved workflows, procedures, and scripts.
• Handle customer calls and chats while providing accurate, professional, and timely support.
• Provide coverage for team members during planned absences when required.
• Handle customer complaints, identify appropriate solutions, and ensure timely follow-up until resolution.
• Support the BD Call Center team in achieving campaign targets by identifying improvement opportunities and implementing effective solutions.
• Build and maintain strong relationships with customers to promote trust and satisfaction.

Skills & Qualifications

• Minimum 5 years of experience in customer service or call center operations.
• Proven track record of meeting or exceeding KPIs.
• Strong phone handling and active listening skills.
• Experience using CRM systems and customer service tools.
• Excellent verbal and written communication skills.
• Strong interpersonal and rapport-building skills.
• A patient, empathetic, and customer-focused approach.
• Strong organizational and time management skills.
• Ability to adapt and perform effectively in a fast-paced environment.
• Strong problem-solving and troubleshooting skills.
• Proficiency in Microsoft Office applications and general computer skills.
• Solid knowledge of customer service best practices.
• Additional language skills are considered an advantage.