Customer Service Agent - English

Kenya

Customer Service Agent - English

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’re seeking a detail-oriented and thoughtful person from Kenya 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 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, 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

If this sounds like you or someone you know, the application link is below! Apply now!