We’re seeking a detail-oriented and thoughtful person from Kenya to join our growing team.
Responsibilities
- 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
Minimium 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, this 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
