Agent, Customer Service

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

2. 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.

3. Roles and Responsibilities:

1. Maintain a Quality Assurance (QA) score of 85% or higher.
2. Consistently achieve booking performance metrics in accordance with established goals and expectations.
3. Adhere to assigned work schedules, including shift start and end times, as well as all scheduled breaks and lunch periods.
4. Demonstrate accountability for individual performance and contribute to overall team objectives through consistent adherence to operational standards.
5. Respond to customer inquiries regarding service, billing, equipment, features, activations, cancelations refunds and/or changes to account information..
6. Inform customers about available products/services that meet their needs.
7. Maintains customer accurate notations.
8. Comply with all 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.
9. Other responsibilities or duties as assigned by direct supervisor.