Description:We build full-service support teams that flex and scale monthly, enabling companies to deliver fast, high-quality support experiences, 24/7.
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We operate out of 8 countries to deliver 24/7, fast resolutions for our clients. Our recruiting and management engine can deliver 200+ trained agents in on…We build full-service support teams that flex and scale monthly, enabling companies to deliver fast, high-quality support experiences, 24/7.
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We operate out of 8 countries to deliver 24/7, fast resolutions for our clients. Our recruiting and management engine can deliver 200+ trained agents in one month.
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Companies work with us to scale their support operation quickly while improving key metrics such as response to resolution, CSAT, NPS and revenue per customer.
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Our service comes fully managed. We use a three part management system to ensure consistent high performance from all of our agents.
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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 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 of proven customer support experience or experience as a call center representative
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 a difficult customer call
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
BENEFITS
The flexibility of working from home, this a remote and full-time position
Work with clients in the USA, EU, and elsewhere
Extensive opportunities to learn from, and work with, high-performing colleagues
Career opportunities! We're fast-growing with roles and positions to grow into
439 open positions on Semasocial right now · 8456 open positions in Nairobi County, Kenya · 24 posted in the last 7 days
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