About the job

Influx provides customer service for brands and tech companies on-demand, 24/7, every day of the year (including holidays). To achieve this, our operation consists of agents and managers working around the globe to achieve the company’s objectives.

We’re seeking a detail-oriented and thoughtful person from Kenya to join our growing team.

ESSENTIAL DUTIES

• Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues
• Full understanding of how to deliver a positive customer journey whilst maintaining strict call-handling KPIs
• Proactively maintaining knowledge, checking, self-educating, and implementing client updates, processes, guidelines, and policies
• Liaison with other departments to resolve customer issues
• Communicate effectively and with a positive tone with peers and your manager
• Contribute to a high-performance and friendly workplace culture
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication
• Achieve the client and Influx’s KPIs (Call Handling, Email, Chat, CSAT & QA quotas)
• Strong knowledge in understanding the importance of maintaining ownership in handling customer complaints, until you feel it is appropriate to escalate.
• Deliver on your promises and obligations to drive an exceptional customer experience

MINIMUM REQUIREMENTS

• Minimum 1 year of proven customer support experience or experience as a call center representative
• Excellent written and verbal English communication skills, English Language must be clear, with no native accent
• Strong problem-solving and negotiation skills as well as the ability to handle a difficult customer call
• We operate 24/7 and work on a rotating roster - you must be OK to work weekends on any allocated shift
• Empathetic and display the necessary soft skills required for customer support
• Ability to take ownership of the situations
• Happy to be empowered to work with little supervision
• Able to work in a fast-paced environment
• Ability to multitask and not get frustrated
• Track record of achieving KPIs and delivering strong CSAT scores

BENEFITS

• The flexibility of working from home, this a remote and full-time position
• Work with clients in the USA, EU, and elsewhere
• Extensive opportunities to learn from, and work with, high-performing colleagues
• Career opportunities!

• Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues
• Full understanding of how to deliver a positive customer journey whilst maintaining strict call-handling KPIs
• Proactively maintaining knowledge, checking, self-educating, and implementing client updates, processes, guidelines, and policies
• Liaison with other departments to resolve customer issues
• Communicate effectively and with a positive tone with peers and your manager
• Contribute to a high-performance and friendly workplace culture
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication
• Achieve the client and Influx’s KPIs (Call Handling, Email, Chat, CSAT & QA quotas)
• Strong knowledge in understanding the importance of maintaining ownership in handling customer complaints, until you feel it is appropriate to escalate.
• Deliver on your promises and obligations to drive an exceptional customer experience

• Excellent written and verbal English communication skills
• Strong problem-solving and negotiation skills
• Ability to handle a difficult customer call
• Empathetic and display the necessary soft skills required for customer support
• Ability to take ownership of the situations
• Ability to work with little supervision
• Able to work in a fast-paced environment
• Ability to multitask and not get frustrated
• Track record of achieving KPIs and delivering strong CSAT scores

• Minimum 1 year of proven customer support experience or experience as a call center representative
• English Language must be clear, with no native accent
• Must be OK to work weekends on any allocated shift