Senior Analyst, GBS - Contact Center Agent

Position Overview 

The Sr. Customer Support Representative role serves primary contact to resolve escalated request within our Global Capability Center (GCC) in Mexico City, providing hands-on support to our consumers contact for multiple brands / channels 

Primary Responsibilities 

• Establishes and maintains a well-rounded knowledge base of all team products/services 

• Provides timely and effective coaching and feedback 

• Provides consultative support to the team and client representatives 

• Identifies and observes trends and takes appropriate action to resolve 

• Proactively generates ideas to improve the account process, technology, and/or reduce consumer complaints 

• Handles customer contacts via social media, chat, phone or email as needed to support the account.  

• Works with internal/external departments to update and modify the program(s) database, scripting, enclosures and reports to increase productivity and ensure that quality and accurate information is available.  

• Provides guidance and database expertise for new process changes.  

• Assists with the development and facilitation of training and/or training materials.  

• Serves as resource for program product knowledge and systems information and recommends corrective resolution to address specific issues/questions/customer complaints. 

• May serve as SME for CRM and Telephony.  

• Performs administrative duties such as report generation and team documentation as assigned