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
  • QualificationBA/BSc/HND
  • Experience1 year
  • LocationNairobi
  • Job FieldCustomer Care 

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

Check if your CV matches this job with MyJobMag AI

Method of Application

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

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