Kafene is hiring a
Customer Service and Collections Trainer

Summary

Join our team at Kafene, a leading point-of-sale financing partner, as we seek a Remote Customer Service and Collections Trainer based in Guatemala. This role is crucial in supporting our business operations by ensuring that our agents deliver top-tier customer service.

Requirements

• You possess excellent communication and presentation skills; bilingual proficiency is required
• 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 demonstrate the ability to multitask, prioritize, and manage time effectively
• You hold a high school diploma or equivalent; a college degree is preferred

Responsibilities

• Develop, deliver, and manage comprehensive training programs for new customer service and collections agents
• Continuously assess and enhance the skills of existing agents through ongoing training sessions, coaching, and mentorship
• Track, measure, and report on agent performance to identify areas for improvement and provide actionable feedback
• Create and maintain up-to-date training materials, guides, and resources that reflect current processes, best practices, and company policies
• Provide support and guidance to agents as they navigate their roles, helping them effectively manage difficult or escalated situations

Benefits

• 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