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Job Summary:
Call Centre Agents support Kumon North America's Customer Service function and its mission to efficiently and effectively handle all responsibilities surrounding lead management. The intent is to streamline operations to align with Customer Relationship Management (CRM) implementation. The Agent bridges the gap between the customer and the Kumon brand. The role and responsibility of this person is to ensure that each touch point across the customer journey is engaging, efficient and effective.
Core Responsibilities:
Answer calls to 1-800-ABC-MATH and Kumon center phones that are part of the Kumon Lead Management System regarding potential Enrollment (leads).
Manage calls being made by new customers who seek information about the Kumon Program and are interested in booking a parent orientation.
Manage other forms of inquiries by enrolled and non-enrolled families regarding other Kumon initiatives.
Answer complaint calls and document.
Work closely and collaborate with all things related to Customer Relationship Management system (CRM; currently Salesforce), support launch on lead management side.
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