Customer Support Agent

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 without having to go to the office

Work with clients in the USA, EU, and elsewhere

Extensive opportunities to learn from, and work with, high-performing colleagues

Career opportunities! We're fast-growing with roles and positions to grow into

If this sounds like you or someone you know, Apply now!