Call Center Representative at Influx

Influx provides Support as a Service for brands and tech companies. This includes an entire operation available on demand: agents, management, training, QA, data, and insights.

 

Call Center Representative

  • Job TypeFull Time , Remote
  • QualificationBA/BSc/HND
  • Experience1 year
  • LocationNairobi
  • Job FieldCustomer Care 

We’re looking for detail-oriented and thoughtful people to join our growing international team!

  • Candidates must be able to respond to the needs of customers and provide products/services information to customers via Inbound & Outbound calls, Emails, and Live Chat in a friendly & timely manner.
  • Evaluate problems and complaints of the callers and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

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 of 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 proven experience as a call center representative in a BPO
  • 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 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

INTERNET AND DEVICE REQUIREMENTS

  • Minimum 15mbps wired internet connection
  • Minimum i5 processor or i3 processor 6th generation
  • Minimum 8GB Ram
  • Wired headset
  • Quiet working environment
  • (NO CHROMEBOOKS, NO LINUX OS)

BENEFITS

  • The flexibility of working from home without having to go to the office
  • An international and diverse work atmosphere :)
  • Extensive opportunities to learn from, and work with high-performing colleagues in a fast-paced environment

Method of Application

Interested and qualified? Go to Influx on influx.com to apply

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