Kafene is seeking a bilingual Remote Customer Service Agent to provide exceptional service to customers during the lease-to-own process. The agent will handle customer inquiries, resolve issues, process payments, and ensure high satisfaction through phone and other communication channels.
What You'll Do
- Communicates with Kafene customers via telephone
- Attracts potential customers by answering product and service questions
- Manages customer queries and troubleshoots customer issues
- Processes payments and modifications
- Prepares correspondence
- Escalates complaints across several communication channels
- Fulfills customer needs to ensure customer satisfaction
- Maintains customer accounts by verifying and recording account information
- Updates 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
- Contributes to the team effort by accomplishing related results as needed
- Resolves product or service problems by clarifying the customer's complaint
- Determines the cause of the problem
- Selects and explains the best solution to solve the problem
- Expedites correction or adjustment
- Follows 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
- Collects customer information and analyzes 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
- Reads from scripts or utilizes templates when applicable
What We're Looking For
- Comfortable working in a remote environment with reliable internet access
- Proven customer support experience
- Strong phone contact-handling skills and active listening
- Excellent communication and presentation skills
- Ability to multitask, prioritize, and manage time effectively
- High school diploma or equivalent
Nice to Have
- Customer support experience in the rent/lease-to-own industry
- Bilingual in Spanish and English
- College degree
Team & Environment
- 150-person team
- Team spans NYC headquarters, Wilmington, and remote talent across the globe
Benefits & Compensation
- Healthcare Stipend covering medical, dental, and vision insurance costs
- Flexible paid time off starting from first day of employment
- Workplace culture focused on collaboration, innovation, and genuine support
Compensation: $8/hour plus overtime pay (average of $1,000 - $1,400 total compensation per month)
Work Mode
- Remote work with flexible paid time off
- Remote across the globe
- NYC headquarters
- Wilmington
Kafene is proud to be an equal-opportunity employer. We welcome qualified applicants of every race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, and all other legally protected characteristics. Accommodation requests can be sent to [email protected].
