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Customer Support Specialist

hace 2 meses

Bogotá, Bogotá D.E., Colombia KM2 Solutions A tiempo completo

Position Requirements

Languages:

  • Advanced English proficiency (Spoken and Written).

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)

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

Position Overview

Description:

This role involves managing inbound and outbound communications with clients, addressing their inquiries, concerns, and requests regarding specific products or services. The objective is to ensure that clients receive prompt and courteous assistance while potentially suggesting various products/services tailored to their needs.

Key Responsibilities:

  1. Address customer inquiries related to services, billing, equipment, features, activations, cancellations, refunds, and modifications to account details.
  2. Work towards customer retention.
  3. Inform clients about available products/services that align with their requirements.
  4. Manage financial accounts by processing necessary adjustments for customers.
  5. Ensure accurate documentation of customer interactions.
  6. Adhere to all established policies (General, Information Security, Compliance) and Standards of conduct set by KM2 Solutions. Responsibilities may include, but are not limited to, those listed above.
  7. Additional tasks or duties as assigned by the direct supervisor.

Performance Metrics:

  1. Conduct QA Audits / Supervisions.
  2. Monitor Campaign KPI Agent Ranking (Attendance / Productive Hours / Campaign KPIs).