Customer Service Representative at Influx · Kenya (Remote)

**CALL CENTER REPRESENTATIVE**

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 includes agents and managers working around the globe.

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

If you feel that this role is for you, please feel welcome to apply!