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 consists of agents and managers working around the globe to achieve the company’s objectives. We’re seeking a detail-oriented and thoughtful person from Kenya to join our growing team.
Job Overview
As a Customer Service Agent, you will deliver high-quality support to global brands, ensuring a positive customer journey through phone, email, and chat interactions. This is a remote, full-time position requiring flexibility for rotating shifts in a 24/7 environment.
Essential Duties and Responsibilities
Contact Management: Manage a high volume of inbound and outbound phone, email, and chat contacts from customers with questions or technical issues.
Performance Metrics: Maintain strict call-handling KPIs and deliver on performance targets (Call Handling, Email, Chat, CSAT, and QA quotas).
Knowledge Maintenance: Proactively maintain knowledge of client updates, processes, guidelines, and policies through self-education.
Problem Resolution: Liaison with other departments to resolve complex customer issues and maintain ownership of complaints until resolution or appropriate escalation.
Culture & Communication: Communicate effectively with a positive tone to peers and managers, contributing to a high-performance and friendly workplace culture.
Customer Relationship Building: Identify and assess customers' needs to build sustainable relationships and trust through interactive communication.
Minimum Requirements
Experience: Minimum 1 year of proven customer support experience or experience as a call center representative.
Education: BA/BSc/HND qualification.
Communication: Excellent written and verbal English communication skills; English must be clear with no native accent.
Shift Work: Ability to work on a rotating roster including weekends in a 24/7 environment.
Soft Skills: Empathetic, detail-oriented, and able to take ownership of situations with little supervision.
Technical Aptitude: Able to work in a fast-paced environment and multitask without frustration.
Performance History: Track record of achieving KPIs and delivering strong CSAT (Customer Satisfaction) scores.
Benefits
Flexibility of working from home (Full-time remote position).
Opportunity to work with international clients in the USA, EU, and beyond.
Extensive learning opportunities from high-performing colleagues.
Clear career growth paths within a fast-growing company.
How to Apply
Interested and qualified candidates should apply online by visiting the Influx application portal via the following link: Apply Here. Note that Influx never asks for payment during recruitment and only contacts successful candidates via @influx.com email addresses.
How to Apply
Interested and qualified candidates should apply through the Influx application portal at https://www.myjobmag.co.ke/apply-now/1214975 which leads to their official Typeform. Please note that Influx only contacts successful candidates via email addresses ending with @influx.com.
