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).