Summary

A senior agent is responsible for managing and resolving complex customer issues that

require a higher level of attention and expertise to ensure customer satisfaction and

loyalty.

Job Description

Answer inbound call or chat/email/sms within the service level requirement

Monitor and track escalated customer issues and ensure timely resolution and

communication.

Ensure callbacks are made real-time and as promised

Coordinate and collaborate with internal and external stakeholders to identify root

causes, action plans, and preventive measures.

Provide regular updates and feedback to senior management and customers on

the status and progress of escalated issues.

Analyze and report on escalation trends, patterns, and metrics.

Develop and implement best practices and processes for escalation

management.

Qualifications

At least 1 year of experience in handling claims, fraud, investigations, or disputes

preferred.

At least B2-C1 level in CEFR (C1 preferred)

Excellent communication skills. Can articulate and express thoughts clearly both

verbal and written communication.

Excellent problem-solving, and interpersonal skills.

Ability to work under pressure and handle multiple tasks and priorities.

Strong customer orientation and advocacy.