Vacancy title:
Customer Support Agent

[Type: FULL_TIME, Industry: Computers, Category: Customer Service]

Jobs at:
Influx

Deadline of this Job:
Wednesday, May 28 2025

Duty Station:
Nairobi | Nairobi | Kenya

Summary
Date Posted: Wednesday, May 14 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Customer Support Agent

• Job TypeFull Time
• QualificationBA/BSc/HND
• Experience1 year
• LocationNairobi
• Job FieldCustomer Care 

We’re seeking candidates with a background in customer service with BPO experience 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 experience whilst maintaining strict call-handling KPIs
• 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:

• At least 1 year of proven customer support experience or experience as a call center representative in a BPO environment
• Excellent written and verbal English communication skills
• Strong problem-solving and negotiation skills, as well as the ability to handle difficult customer calls
• We operate 24/7 and work on a rotating roster - you must be OK to work weekends on any allocated shift
• Empathetic and displays the necessary soft skills required for customer support
• Ability to take ownership of the situations
• 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

Work Hours: 8

Experience in Months: 12

Level of Education: bachelor degree

Job application procedure

Interested and qualified? Go to Influx on influx.typeform.com to apply

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