About Influx
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.
We are
seeking candidates from Kenya 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, 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
- Laptop Specifications
- Internet Speed of 40-50 Mbps / Upload Speed – 30
Mbps
- System: Windows 10 or more. 32 -bit Operation
system.
- RAM 8GB or more
- Processors – Intel Core i5 or up.
- Laptop for example WINDOWS 11or Macbook (No
Chromebook, Linux OS, or Desktop)
- Wired headset
- Quiet working environment
How to Apply
