As 2nd Line Customer Service Agent you will be responsible for handling escalated cases from customers, managing legal complaints, processing claims, channel specific requests. You will act as the point of contact for complex issues that require more in-depth knowledge and attention. Your main goal is to ensure customer satisfaction by resolving cases through professional communication and by working together with customers to find the best possible solutions. Responsibilities: Handle escalated customer cases that cannot be resolved by 1st line support Outbound/inbound calls and emails. Manage and respond to legal complaints and claims in a timely and efficient manner. Contact customers by phone and email to provide personalized solutions. Deescalate and calm down frustrated or upset customers, demonstrating empathy and active listening. Investigate complex issues thoroughly, working with other departments if necessary to resolve cases. Ensure timely follow-up and communication with customers to keep them informed of progress. Provide accurate documentation of cases and their resolutions in the system. Work closely with other customer service agents, legal teams, and management to deliver consistent and effective customer care. Maintain a high level of professionalism and adhere to company policies when dealing with legal complaints. Continuously look for opportunities to improve the customer experience by proposing improvements to processes or systems. Requirements: Fluent in English, both written and spoken. Previous experience in customer service, especially handling escalations, complaints. Strong problem-solving skills with the ability to think critically and offer solutions. Excellent communication skills, particularly in handling difficult conversations with customers. Ability to manage stressful situations and remain calm under pressure. Experience with CRM systems and ticket management tools is preferred. High attention to detail and ability to document cases accurately. A collaborative attitude, with the ability to work effectively with cross-functional teams. Previous experience with customers from US, Canada, Australia is nice to have.,
Employement Category:
Employement Type: Full time Industry: BPO / Call Center Role Category: Customer Care Executive (Call Centre) Functional Area: Not Specified Role/Responsibilies: 2nd Line Customer Service Agent Job in vidaXL