Agent, Customer Service

Position Requirements

Languages:

• Advanced English level (Spoken and Grammar).

Competencies:

• Proactive (B)
• Enthusiastic (B)
• Pronunciation (A)
• Fluent (A)
• Active listening (A)
• Vocabulary (B)
• Grammar (A)
• Confident (B)
• Patient (A)
• Confidential (A)
• Interpersonal skills (B)
• Integrity (A)
• Adaptability (A)

Assesment level: A = High, B = Medium, C = Low

Position Overview

Description:

This position is responsible for taking calls (inbound/outbound) from the customers and responding to their questions, inquiries and concerns about their specific products or services. Ensures customers receives efficient and courteous service and could potentially be able to recommend various products/services to meet the customer’s needs.

Roles and Responsibilities:

1. Respond to customer inquiries regarding service, billing, equipment, features, activations, cancelations refunds and/or changes to account information.
2. Retain Customers.
3. Inform customers about available products/services that meet their needs.
4. Maintains financial accounts by processing customer adjustments.
5. Maintains customer accurate notations.
6. Comply with all of the established policies (General, Security of Information, Compliance) and Standards of conduct established by KM2. Your duties will include but not be restricted to the above. 
7. Other responsibilities or duties as assigned by direct supervisor.

Roles and Responsibilities:

1. QA Audits / Supervisions.
2. Campaign KPI Agent Ranking (Attendance/ Productive Hours / Campaign KPI’s).

Experience and Interpersonal skills

• Express enthusiasm and willingness to assist
• Speak to customers with respect and empathy for their situation
• Proficient in relevant computer applications
• Knowledge of collections and negotiations principles and practices
• Demonstrate active listening by giving full attention to what customer says, taking time to understand and ask questions where appropriate
• Excellent typing skills
• Good communication skills
• Positive attitude and works well with others
• Pays attention to detail
• Problem analysis
• Problem solving
• Initiative

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed above are representation of the knowledge, skill and/or ability required.

Education and/or Related Experience:

High school diploma or equivalent, related experience or training, or equivalent combination of education and experience. Working knowledge of computers and telephones are required assets for this position.  Excellent communication skills are required including listening, verbal and written.

Job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.