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.
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Customer Support Agent
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience1 year
- LocationNairobi
- Job FieldCustomer Care 
We’re seeking candidates 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
- 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
Method of Application Interested and qualified? Go to Influx on influx.typeform.com to apply
