Job Type: Permanent
Company: Mogo Finance
Job Purpose
The Senior Customer Care Agent is a high-performing frontline role responsible for handling customer interactions while also providing advanced support, escalation handling, and peer guidance.
This is not a management role, but it carries functional leadership responsibility within the customer care team.
Key Responsibilities
1. Customer Handling & Priority Cases
- Handle inbound and outbound customer interactions across assigned channels
- Maintain high standards of quality, productivity, and professionalism
- Take ownership of urgent or priority cases, including:
- Emergency assistance requests
- Priority transfers from agents
- Complex or high-sensitivity customer issues
- Apply approved scripts, tone, and resolution procedures consistently
2. Escalation Support & Case Handling
- Act as a first point of support for Customer Care Agents when:
- Processes are unclear
- Unusual or complex cases arise
- Team Leaders are unavailable
- Receive urgent call transfers for immediate handling when required
- Ensure proper routing through established Tier 2 (T2) and Tier 3 (T3) escalation channels
⚠️ Note: Escalations to IT, Product, Legal, or other departments are handled by the Customer Solutions team.
3. System & Process Observation
- Identify recurring issues in:
- System usability or performance
- Process gaps or unclear workflows
- Documentation inconsistencies
- Provide structured feedback to Team Leaders and Customer Solutions
- Share frontline insights to support operational improvements
4. Onboarding, Coaching & Peer Support
- Support onboarding of new agents as a buddy
- Provide day-to-day operational guidance
- Reinforce correct use of systems, scripts, and processes
- Offer informal coaching to team members when needed
5. Night Shift Oversight (When Assigned)
- Provide operational oversight during night shifts
- Act as the first escalation point for urgent issues
- Ensure proper adherence to processes and escalation flow
⚠️ This does not include formal performance management responsibilities.
6. Continuous Improvement
- Proactively identify improvement opportunities in customer care operations
- Submit monthly improvement reports covering:
- Script improvements
- Workflow inefficiencies
- Documentation gaps
- Customer pain points
- Practical recommendations
- Participate in testing, pilots, and process improvement initiatives
Performance Expectations
- Meet or exceed Customer Care Agent KPIs:
- Quality Assurance (QA) scores
- Productivity and availability targets
- Compliance and process adherence
- Maintain consistent high performance to qualify for senior responsibilities
Qualifications & Experience
- Minimum 2 years’ experience as a Customer Care Agent
- Diploma or Degree in Public Relations or a Business-related field
- Strong understanding of customer service systems and escalation processes
- Ability to handle high-pressure and sensitive situations calmly
- Strong communication and decision-making skills
- High level of accountability, initiative, and reliability
Behavioural Expectations
- Acts as a role model in professionalism and discipline
- Supports colleagues constructively
- Demonstrates ownership beyond assigned tasks
- Maintains a solution-oriented mindset
- Continuously seeks improvement opportunities
Reporting Line
- Reports to: Customer Care Team Leader
- Works closely with: Customer Solutions, QA, Training, and CX teams