Senior Analyst, GBS - Contact Center Agent
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Job Description
Description
Position Overview
TheSr.Customer Support Representativerole servesprimary contacttoresolve escalated requestwithinourGlobal Capability Center (GCC) in Mexico City, providinghands-onsupport to our consumers contact for multiple brands /channels
Primary Responsibilities
Establishes andmaintainsa well-rounded knowledge base of all team products/services
Providestimelyand effective coaching and feedback
Providesconsultative support to the team and client representatives
Identifiesandobservestrends and takesappropriate actiontoresolve
Proactivelygenerates ideas to improve the account process, technology, and/or reduce consumer complaints
Handles customer contacts via social media, chat,phoneor email as needed to support the account.
Works with internal/external departments to update andmodifythe program(s) database, scripting,encl...