Call Center Representative at Influx

Call Center Representative at Influx – Influx Kenya Job Details

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