Under the supervision of the Team Lead, the Senior Agent will supervise and advise about more complex aspects of the customer support agent role. The Senior Agent will act as an intermediary during communications between agents and their hierarchic superiors. The Senior Agent is an expert in customer support and is autonomous in its work. When the workload requires it, the Team Lead can rely on the Senior Agent to assist in different management tasks such as revision, validation, and internal communications and also team planning.
Requirements
• To be involved in establishing the proper documentation for agents’ training
• To communicate best practices to customer support agents
• To assist the Team Lead in new customer support agents training
• To offer mentoring to agents that are less familiar with a project/team
• To help integrate new agents on a project
• To assist the Team Lead in a wide range of administrative tasks when required
• Submitting quality control reports
• Creating customer support reports
• Assisting agents setting-up their workstation
• To support clients’ relations when required
• To lead discussions on improving the service and the team wellness
• To act as a filter and coordinate small requests
• To answer small requests form customer support agents.
• Good knowledge of the MS Office Suite
• Excellent proficiency in their first language (oral and written)
• Really good proficiency of English language
• Excellent communications skills
• Ability to easily adapt in a constant evolution environment
• High autonomy
• Attention to details
• Good time management skills
• Easy to approach and sociable
• Proactive and able to manage priorities
• Strong interpersonal skills.
WORK EXPERIENCE REQUIREMENTS
• Experience in a customer support environment
•Basic informatics skills
• Passion for customer support
• Knowledge of the video game business
• Degree Minimum Diploma or relevant fields with 3 years of experience in a similar capacity
COMPANY PROFILEEstablished in 1998 and floated on the London Stock Exchange’s AIM in 2013, Keywords(KWS) is the world’s leading provider of technical services to the fast growing, global video games market. Our 5,000 employees in 50+ Studios in 21 countries provide graphic art asset production, game development, audio, testing, localization and customer support services to most of the leading video game developers and publishers. We have a proven track record of organic and acquisition led growth and have successfully acquired and integrated 39 acquisitions since 2014. WHY WORK AT KEYWORDS STUDIOS? People that work at Keywords are passionate, talented, committed and resourceful. As a business we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 43 global studios or working together virtually. We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility. We learn at every opportunity to grow ourselves through experience, training and tackling new challenges. This is what makes us Keywordians.https://www.keywordsstudios.com/
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