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Influx Inc

Call Center Representative/Customer Support Agent

Influx Inc

Customer Service & Support

IT & Telecoms KSh Confidential
New
4 days ago

Job Summary

Candidates must be able to respond to the needs of customers and provide products/services information to customers via Inbound & Outbound calls, Emails, and Live Chat in a friendly & timely manner. Evaluate problems and complaints of the callers and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

  • Minimum Qualification:Bachelor
  • Experience Level:Mid level
  • Experience Length:3 years

Job Description/Requirements

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 2 years proven customer support experience or experience as a call center representative
  • Excellent written and verbal English communication skills, English Language must be clear, no native accen
  • 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 

Internet and Device Requirement :

  • Minimum 15mbps wired internet connection
  • Minimum i5 processor or i3 processor 6th generation
  • Minimum 8GB Ram
  • Wired headset
  • Quiet working environment
  • (NO CHROMEBOOKS, NO LINUX OS)

Benefits:

  • The flexibility of working from home without having to go to the office
  • An international and diverse work atmosphere :) 
  • Extensive opportunities to learn from, and work with high-performing colleagues in a fast-paced environment


If you feel that this role is for you, please feel welcome to apply!


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 includes agents and managers working around the globe.

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