Job Purpose

The Senior Customer Care Agent is a high-performing frontline agent who combines strong customer handling with advanced process knowledge, escalation support, and peer guidance.

While still actively answering calls and handling customer cases, the Senior Customer Care Agent acts as a first-line support point for other agents, a reliable handler of urgent and priority situations, and a structured feedback source from frontline operations.

This role does not include direct people management but carries functional leadership and accountability expectations

Key Responsibilities

Customer Handling & Priority Cases

• Handle inbound and outbound customer interactions across assigned channels, meeting the same quality and productivity standards as Customer Care Agents.
• Take ownership of urgent or priority cases where immediate senior-level handling is required, including but not limited to: Emergency assistance requests, Priority transfers from standard agents, Car client inquiries and complex customer cases
• Ensure correct application of approved scripts, tone, and resolution standards during priority interactions.

Escalation Support & Case Handling

• Support Customer Care Agents by acting as a Point of Contact (POC) when: Processes are unclear, Exceptional or uncommon cases arise, Team Leaders are temporarily unavailable
• In urgent situations, receive direct call transfers from agents for immediate senior handling.
• Ensure that standard escalations are routed through the established Tier 2 (T2) and Tier 3 (T3) Customer Solutions escalation process.
• Senior Customer Care Agents do not own or manage escalations to IT, Product, Legal, or other departments; such escalations are handled exclusively by the Customer Solutions team.

System & Process Observation

• Actively observe and identify recurring issues related to: System usability or performance from an agent perspective, process gaps or unclear resolution paths and documentation inconsistencies
• Provide structured and factual feedback to Team Leaders and Customer Solutions to support continuous improvement.
• Serve as a frontline feedback representative when management requests agent-level insights.

Onboarding, Coaching & Peer Support

• Support onboarding of new Customer Care Agents by: Acting as a buddy during the initial onboarding period, answering day-to-day operational questions and reinforcing correct use of systems, scripts, and processes
• Provide informal coaching and guidance to agents requiring additional support.

Night Shift Oversight Responsibility

• When assigned to night shifts, the designated Senior Customer Care Agent is responsible for: Operational oversight of agents on duty, acting as the first escalation point for urgent cases during the shift and ensuring adherence to processes and correct routing of escalations
• This responsibility does not include formal people management or performance evaluation.

Continuous Improvement & Proactivity

• Demonstrate a proactive approach to identifying improvement opportunities within Customer Care operations.
• Submit a structured monthly improvement document outlining: Script improvement opportunities, Process or workflow inefficiencies, documentation gaps or inaccuracies, recurring customer pain points and Practical improvement suggestions
• Participate in pilots, testing, or process changes when requested.

Performance Expectations & KPIs

• Consistently meet or exceed standard Customer Care Agent KPIs, including Quality Assurance (QA) scores, Productivity and availability targets and adherence to processes and compliance requirements
• Senior status is dependent on sustained performance and behavioral expectations.

Qualifications:

Qualifications, Required Skills & Experience

• At least 2 years of experience as a Customer Care Agent.
• Degree or Diploma in Public Relations or a Business-related field
• Proven high performance in a Customer Care Agent role.
• Strong knowledge of Customer Care processes, systems, and escalation flows.
• Ability to handle high-pressure or sensitive customer situations calmly and professionally.
• Strong communication skills and sound judgement.
• High level of ownership, reliability, and initiative.

Behavioural Expectations

• Acts as a role model for professionalism and process adherence.
• Supports peers constructively and consistently.
• Demonstrates accountability beyond individual task execution.
• Maintains a solution-oriented and improvement-focused mindset.

Reporting Line

Reports to: Customer Care Team Leader

Works closely with: Customer Solutions Team, QA, Training, and CX Leadership

• Handle inbound and outbound customer interactions across assigned channels, meeting the same quality and productivity standards as Customer Care Agents.
• Take ownership of urgent or priority cases where immediate senior-level handling is required, including but not limited to: Emergency assistance requests, Priority transfers from standard agents, Car client inquiries and complex customer cases
• Ensure correct application of approved scripts, tone, and resolution standards during priority interactions.
• Support Customer Care Agents by acting as a Point of Contact (POC) when: Processes are unclear, Exceptional or uncommon cases arise, Team Leaders are temporarily unavailable
• In urgent situations, receive direct call transfers from agents for immediate senior handling.
• Ensure that standard escalations are routed through the established Tier 2 (T2) and Tier 3 (T3) Customer Solutions escalation process.
• Senior Customer Care Agents do not own or manage escalations to IT, Product, Legal, or other departments; such escalations are handled exclusively by the Customer Solutions team.
• Actively observe and identify recurring issues related to: System usability or performance from an agent perspective, process gaps or unclear resolution paths and documentation inconsistencies
• Provide structured and factual feedback to Team Leaders and Customer Solutions to support continuous improvement.
• Serve as a frontline feedback representative when management requests agent-level insights.
• Support onboarding of new Customer Care Agents by: Acting as a buddy during the initial onboarding period, answering day-to-day operational questions and reinforcing correct use of systems, scripts, and processes
• Provide informal coaching and guidance to agents requiring additional support.
• When assigned to night shifts, the designated Senior Customer Care Agent is responsible for: Operational oversight of agents on duty, acting as the first escalation point for urgent cases during the shift and ensuring adherence to processes and correct routing of escalations
• This responsibility does not include formal people management or performance evaluation.
• Demonstrate a proactive approach to identifying improvement opportunities within Customer Care operations.
• Submit a structured monthly improvement document outlining: Script improvement opportunities, Process or workflow inefficiencies, documentation gaps or inaccuracies, recurring customer pain points and Practical improvement suggestions
• Participate in pilots, testing, or process changes when requested.
• Consistently meet or exceed standard Customer Care Agent KPIs, including Quality Assurance (QA) scores, Productivity and availability targets and adherence to processes and compliance requirements
• Senior status is dependent on sustained performance and behavioral expectations.

• Strong knowledge of Customer Care processes, systems, and escalation flows.
• Ability to handle high-pressure or sensitive customer situations calmly and professionally.
• Strong communication skills and sound judgement.
• High level of ownership, reliability, and initiative.

• At least 2 years of experience as a Customer Care Agent.
• Degree or Diploma in Public Relations or a Business-related field
• Proven high performance in a Customer Care Agent role.