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, English Language must be clear, with no native
accent
- 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
How to Apply
