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