Customer Experience Agent - Tier 2
Randstad Digital · Bengaluru · onsite · Posted 9d ago
About a minute. You'll make an account on the way through.
About this role
Lead offshore operations team by managing Salesforce case triage, mentoring frontline agents, resolving escalations, and enhancing support workflows.
Key Responsibilities
Monitor and assign Salesforce cases, mentor Tier 1 agents, handle sensitive escalations, improve support processes, and collaborate with leadership for operational excellence.
Requirements
Salesforce Service Cloud, case routing, queue management, SLA tracking, Senior Agent role, Tier 2 support, Lead Customer Support, high-severity customer issue resolution, mentoring frontline agents, guiding and training agents, explaining complex processes, providing constructive feedback, case triage, analytical skills, prioritization, assignment decisions under pressure, written communication, verbal communication, customer interaction communication, internal team coaching communication, self-motivation, problem-solving initiative, working independently, fast-paced remote environment, Quality Assurance (QA) ticket auditing, agent performance evaluation, structured feedback delivery
Sourced from naukri
Skills
About Randstad Digital

Randstad Digital
Recruitment
Diemen
NL
₹16.2L PA avg
Avg at Randstad Digital
₹6L – ₹7L PA
This role
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Employee ratings
10 reviews
Culture
2.1
Career growth
1.7
Work-life
2.3
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