Customer and Merchant Advocacy Team (CMAT) Case Agent

Responsibilities

• Efficiently manage and resolve escalated customer and merchant cases through Salesforce, ensuring timely and accurate outcomes.
• Exercise sound judgment to make prompt, real-time decisions that directly impact customer satisfaction and business performance.
• Act as an intermediary between customers and merchants, crafting balanced solutions that align with customer expectations and Koalafi's business objectives.
• Identify trends, pain points, and opportunities for process or product enhancements to help eliminate recurring sources of customer dissatisfaction.
• Serve as a knowledge resource for frontline agents, guiding them through complex cases and sharing best practices to improve resolution quality.
• Step in to assist frontline team members when technical or system limitations prevent them from fully addressing customer concerns.
• Regularly communicate insights, observations, and actionable recommendations to CMAT leadership to support escalation reduction strategies and improve service delivery.

Requirements

• Proven ability to de-escalate challenging customer interactions with empathy and professionalism.
• Exceptional customer service orientation, including strong phone etiquette and quality assurance awareness.
• Confidence in decision-making and a proactive approach to delivering solutions that satisfy both customer and business needs.
• Superior written and verbal communication skills, with the ability to explain complex topics clearly and respectfully.
• Strong interpersonal and active listening skills, capable of building trust and rapport with diverse stakeholders.
• Excellent critical thinking and problem-solving abilities, especially in high-pressure or ambiguous situations.
• Skilled in negotiation and conflict resolution, with a balanced focus on outcomes and relationships.
• Strong analytical skills with the ability to assess data and draw actionable insights.
• Solid computer skills with hands-on experience in Salesforce or similar case management and CRM platforms.
• Comfortable working with digital tools and adaptable to evolving technologies and systems.
• Meticulous attention to detail and proficient in basic math skills, necessary for case analysis and customer account reconciliation.
• Open availability, including the ability to work a rotating schedule with some evenings and Saturdays as required.

Qualifications

This position requires regular in-person attendance at our office location (Richmond, VA). Candidates must already be located within a commutable distance to this location, as relocation assistance is not available at this time.