Kalkomey Enterprises, LLC

Customer Support

• Respond to customer inquiries via phone, email, chat, and other assigned channels in English and French
• Resolve routine customer issues using established procedures
• Escalate complex, sensitive, or unresolved cases to Tier 2 or 3 agents or the CX Supervisor
• Follow up on open cases to ensure resolution and customer satisfaction
• Maintain current knowledge of products, services, policies, and support procedures
• Apply workflows and service standards consistently
• Document customer interactions, issue details, and resolution outcomes in the CRM system
• Collect and record customer feedback, recurring themes, and pain points
• Share customer inquiry patterns with the CX Supervisor to support process and product improvements
• Participate in team meetings, training, coaching, and quality assurance reviews
• Collaborate with agents, support staff, and other departments to maintain service continuity and resolve cross-functional issues
• Meet or exceed response time, FCR, and CSAT KPIs
• Maintain accuracy, appropriate tone, and brand guideline adherence in customer interactions

Explore Customer Experience Agent – Tier 1 at Kalkomey Enterprises, LLC. Review requirements and application details.