About the Role
The CCU (Layer 2) Senior Agent at Pinhome Home Service is a key player in ensuring top-tier customer satisfaction by handling complex and escalated issues that go beyond the scope of first-level support. This role requires a deep understanding of Pinhome's products and services, excellent problem solving skills, and the ability to navigate sensitive situations with professionalism and empathy. The Senior Agent will be responsible for guiding and supporting Layer 2 agents, ensuring that escalated cases are resolved efficiently and effectively.
What You Will Do
Escalation Management:
Handle complex customer inquiries and complaints that require advanced problem-solving skills and deeper product knowledge.
Manage escalated cases from Layer 1 agents, ensuring timely resolution and communication with customers.
Take ownership of high-priority cases, including harassment cases, ensuring that SOPs are strictly followed.
Support & Guidance:
Provide guidance and mentorship to Layer 2 agents, helping them develop their problem-solving and customer handling skills.
Collaborate with the Team Lead to identify training needs for Layer 2 agents and assist in developing and delivering training sessions.
Serve as a point of contact for Layer 2 agents seeking advice on complex or sensitive cases.Process Improvement:
Identify trends in customer inquiries and escalations, providing feedback to improve SOPs and customer service processes.
Work closely with other departments (e.g., Product, Operations) to resolve recurring issues and improve the overall customer experience.
Participate in regular reviews of escalation procedures to ensure they are effective and up-to-date.Quality Assurance:
Monitor the performance of Layer 2 agents, ensuring adherence to quality standards and SOPs.
Conduct regular case reviews and provide feedback to ensure that agents are handling cases correctly and professionally.
Ensure that all customer interactions are logged accurately in the system and that cases are closed with full customer satisfaction.Reporting:
Prepare and present reports on escalation trends, case resolutions, and agent performance to the Team Lead and other stakeholders.
Assist in analyzing customer feedback and case data to identify areas for improvement.
What You Will Need
Education: Bachelors degree in Business Administration, Management, or a related field.Experience:
Minimum of 3 of experience in customer service or a similar role
Previous experience in handling escalated customer issues, particularly in a service or product-based industry.Required Skills:
Strong problem-solving skills with the ability to think critically and act decisively in high-pressure situations.
Excellent communication skills, both verbal and written, with the ability to convey complex information clearly and professionally.
Proficient in customer service software and tools, with strong technical acumen.Personal Attributes:
Empathy and patience in dealing with customers, especially in sensitive or challenging situations.
High level of integrity and professionalism, particularly in handling confidential information.
Proactive approach to continuous improvement and a commitment to delivering exceptional customer service.
About the Team
Pinhome is a leading property technology company committed to revolutionizing the real estate industry through innovative solutions and exceptional customer service. Our mission is to make home ownership and property management seamless and accessible to everyone.
