Remote Customer Service Agent – CSA at Influx

Remote Customer Service Agent – CSA at Influx – Influx Kenya Job Details

About the Role

Influx operates a global customer service delivery network, handling inbound and outbound support across phone, email, and chat channels around the clock—365 days a year. The company serves brands and technology firms that depend on consistent, high-quality customer interactions. We are recruiting a Remote Customer Service Agent – CSA at Influx to join our Kenya-based team on a full-time basis, working from home and supporting clients across North America, Europe, and other regions.

This position suits individuals with prior customer support experience who can manage multiple contact channels while adhering to strict performance metrics. You will handle a substantial volume of customer inquiries, troubleshoot issues, and escalate cases appropriately. The role demands clear communication, problem-solving ability, and the flexibility to work rotating shifts across weekends and holidays.

Key Responsibilities

• Process high volumes of incoming and outgoing customer interactions via phone, email, and chat, responding to questions and resolving support requests
• Maintain understanding of the full customer journey and ensure positive interactions while meeting established call-handling KPIs and service standards
• Keep current with client-specific updates, operational procedures, guidelines, and policy changes through independent learning and knowledge checks
• Coordinate with other departments to address complex customer issues and ensure timely resolution
• Communicate professionally and positively with team members and management to support a collaborative workplace
• Assess customer needs accurately to determine the right solution and measure satisfaction outcomes
• Take ownership of customer complaints and handle them through to resolution before deciding whether escalation is necessary
• Meet performance targets set by the client and Influx, including call handling time, email response, chat metrics, customer satisfaction (CSAT), and quality assurance quotas

Requirements & Qualifications

• Minimum one year of demonstrated customer support experience or call center agent background
• Fluent English communication—both written and verbal—with clear pronunciation and no heavy accent
• Strong capability in problem-solving and negotiation; proven ability to manage difficult customer interactions without escalating unnecessarily
• Willingness to work a rotating schedule including weekends on assigned shifts, as the operation runs 24/7
• Demonstrated empathy and the interpersonal skills necessary for customer-facing roles
• Ability to take responsibility for outcomes and work independently with minimal oversight
• Capacity to operate effectively in a high-pressure environment, manage multiple tasks simultaneously, and remain composed under stress
• Consistent track record of achieving KPIs and delivering strong customer satisfaction ratings

What to Expect

• Complete remote setup—you will work from home as a full-time Remote Customer Service Agent – CSA at Influx with no commute required
• Access to a global team and opportunities to learn from experienced colleagues across multiple time zones and markets
• Clear pathways for career progression within a growing organization, with new roles and advancement opportunities becoming available regularly
• This Remote Customer Service Agent – CSA at Influx position in Kenya is open to qualified candidates. Click Apply below to submit your application.

Important Notice: Influx does not request payment from candidates at any stage of the recruitment process. Official communications will arrive from email addresses ending with @influx.com only.