Major Responsibilities:
Include the following and any other duties that they may be reasonably assigned.
- Take daily registers and prepare weekly registers.
- Monitoring telephone calls and providing advice and feedback.
- Investigating and settling customer complaints.
- Answer challenging questions and overcome objections.
- Handle complaints and first level (minor) disciplinary issues
- Instruct agents on new projects/information.
- Motivate, coach and develop agents on a continuous basis.
- Keep track of agents’ schedules and ensure agents are in attendance and on time.
- Ensure agents are adhering to standard work procedures as well as specific procedures of assigned tasks and projects or programs.
- Take over difficult customers calls when necessary or coach agents thru same.
- Maintain effective communications with Project Manager and supervisor.
- Maintain agent relations in accordance with Company practices and according to the Policies and Guidelines Document
- Acts as a back up to phone agents when positions are vacant or volumes dictate.
- Spend a minimum of ten (10) hours a week on the phones taking calls.
- 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.
- Other responsibilities or duties as assigned by direct supervisor.
Education Experience and Interpersonal Skills
- High School Diploma or equivalent.
- Prior Customer service experience
- Experience in finance
- Demonstrated job ability
- Effective verbal and written communication skills
- High level of dependability
- Ability to gather information and make decisions
- Excellent computer and multi-tasking skills
- Excellent interpersonal skills
