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Customer Service Agent (Bilingual in Spanish and English)

Kafene
Full-time
Remote
Guatemala
Customer Service Roles
Kafene is a leading point-of-sale financing partner dedicated to empowering flexible ownership solutions for underserved customers nationwide. By enabling our retail partners to offer flexible lease-to-own (LTO) purchase options for both prime and non-prime consumers, Kafene helps merchants grow their customer base and meet the increasing demand for furniture, appliances, electronics, tires, and other durable goods. Utilizing over 20,000 data inputs alongside cutting-edge AI and machine learning technologies, our platform creates a best-in-class experience for both merchants and customers. With over $350 million in sales since inception, we are rapidly growing and looking to expand our team.

We take pride in fostering a dynamic workplace culture that values collaboration, innovation, and mutual support. Our team of 170 is spread across our NYC headquarters, a Wilmington office, and fully remote staff nationwide. Last year, we were recognized as one of Built In's Startups to Watch and Forbes' Best Startup Employers.

We are seeking a dedicated Remote Customer Service Agent to assist our business by providing excellent Kafene quality service standards and maintaining high customer satisfaction. The Customer Service Agent will provide services to customers to help resolve requests and issues during the leasing process. The role requires the ability to be adaptable, to remain calm when customers are frustrated, and to have experience working within multiple systems at once with an attention to detail.

What you'll do:

    • Communicates with Kafene customers via telephone, and attracts potential customers by answering product and service questions. Manages customer queries, troubleshoots customer issues, processes payments and modifications, prepares correspondence, escalates complaints across several communication channels, and fulfills customer needs to ensure customer satisfaction.
    • Maintains customer accounts by verifying and recording account information. Includes updating communication logs and dispositions for all account interactions.
    • Manages large amounts of incoming calls. Places outbound calls as necessary for customer account follow-up. Meets personal/team targets and call handling quotas. Includes but not limited to contributing to the team effort by accomplishing related results as needed.
    • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.
    • Builds sustainable relationships of trust through open and interactive communication. Provides feedback to management through a designated channel to recommend potential products or services, by collecting customer information and analyzing customer needs.
    • Follows all Kafene procedures, guidelines, and policies, including implementing any changes when applicable. Provides accurate, valid, and complete information by using the right methods/tools; includes but is not limited to reading from scripts or utilizing templates when applicable.

Who you are:

    • You are comfortable working in a remote environment with reliable internet access.
    • You have proven customer support experience, ideally in the rent/lease-to-own industry.
    • You exhibit strong phone contact-handling skills and active listening.
    • You possess excellent communication and presentation skills; being bilingual is a plus.
    • You demonstrate the ability to multitask, prioritize, and manage time effectively.
    • You hold a high school diploma or equivalent; a college degree is preferred.

Compensation and Benefits:

    • Compensation: Base pay varies based on experience.
    • Healthcare Stipend: We prioritize your well-being by covering medical, dental, and vision insurance costs.
    • Paid Time Off: We value work-life balance, which is why we offer flexible paid time off starting from your first day of employment.
Kafene is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you are applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an e-mail to jobs@kafene.com and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
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