Job Title: Call Center Representative
Hiring
Organization: Influx
Location
– Locality: Nairobi
Location
– Region: Kenya
Industry: Customer
Service
Job
Type: Full Time
Salary: KES
Date
Posted: 08/06/2025
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. Call Center
Representative at Influx
We’re
seeking candidates with a background in customer service 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
- 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 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
BENEFITS
- The flexibility of working from home, this is 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! We’re fast-growing with
roles and positions to grow into
How to Apply
