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Customer Service Agent - CSA
Mandatory
Posted: By:Hiring Kenya
Company Details
Name:Influx
Industry:
Telecommunications
Website:
https://influx.com/
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 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.
Job Description
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 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
Salary: KES Not specified
Otherpay: Benefits
Education: Diploma
Employment Type: Full Time
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