Senior Customer Service Representative

Aktan Misr

Advanced Customer Support:

• Handle escalated customer inquiries and complaints that require expertise or special attention.
• Provide personalized solutions to complex issues.

Mentorship and Support:

• Assist junior team members by sharing best practices and guiding them through challenging scenarios.
• Offer informal coaching to help colleagues improve their skills and productivity.

Process Improvement:

• Identify gaps in service processes and suggest actionable improvements to enhance efficiency and customer satisfaction.

Training and Development:

• Help train new hires by explaining company tools, procedures, and customer service protocols.
• Act as a resource for team members needing guidance on policies or workflows.

Collaboration:

• Coordinate with other departments to ensure timely resolution of customer issues.
• Act as a liaison to facilitate better communication between teams.

Reporting and Documentation:

• Maintain accurate records of customer interactions, especially escalated cases.
• Prepare detailed reports for management on recurring customer issues and trends.

Quality Assurance:

• Ensure adherence to company policies and service standards in customer interactions.
• Contribute to maintaining high levels of customer satisfaction.

Proactive Problem Solving:

• Analyze recurring customer concerns and propose preventive measures.
• Stay updated on company products and services to address customer needs effectively.

Focus Areas:

• Providing expert-level support while ensuring seamless collaboration with the team.
• Driving efficiency and quality in customer service delivery.
• Acting as a key contributor to team success without formal managerial authority.