Influx provides Support as a Service for brands and tech companies. This includes an entire operation available on demand: agents, management, training, QA, data, and insights. We are looking for a dedicated Customer Service Representative to join our team in Kenya. The primary purpose of this role is to acknowledge and resolve customer complaints, requests, and issues effectively and efficiently while communicating with a warm, empathetic tone aligned with brand values.
Key Responsibilities
Acknowledge and resolve customer complaints, requests, and issues effectively and efficiently.
Provide accurate information about products and services to customers.
Troubleshoot and resolve technical issues customers may encounter with products.
Escalate unresolved issues to the appropriate internal teams and follow up to ensure timely resolution.
Maintain a positive, empathetic, and professional attitude toward customers at all times.
Collaborate with other departments to ensure a seamless customer experience.
Keep accurate records of customer interactions, transactions, comments, and complaints.
Identify and escalate trends of compounding customer issues, such as product outages.
Guide users through App installations, Activation flows, and common platform challenges.
Communicate with a warm, empathetic tone aligned with brand values.
Utilize internal documentation to resolve inquiries or escalate when necessary.
Requirements
Education: BA/BSc/HND qualification.
Experience: Proven customer support experience or experience in a similar role within a direct-to-consumer or technology company.
Technical Knowledge: Familiarity and experience troubleshooting software technologies (SaaS, web apps, mobile apps) and TV-related technologies (HDMI, cable standards, MSOs).
Software Proficiency: Experience using help desk software and CRM systems (e.g., HubSpot Service Hub).
Hybrid Solutions: Familiarity with solutions dependent on both hardware and software (e.g., Smart Cameras, Smart Doorbells).
Communication: Excellent written and verbal English communication skills.
Soft Skills: High empathy, strong problem-solving skills, critical thinking, multitasking, and effective time management.
Work Ethic: Ability to work with minimal micromanagement, receptiveness to feedback, and strong attendance/adherence.
Technical Requirements (Bring Your Own Device - BYOD)
Internet: Minimum Speed of 50 - 55 Mbps Upload/Download.
System: Windows 10 or later (32-bit operating system).
RAM: 8GB or more.
Processor: Intel Core i5 or higher.
Hardware: Laptop (Note: No Chromebooks, Linux OS, or Desktops allowed).
Peripherals: Wired headset.
Environment: Quiet working environment.
Additional Details
This is a full-time, remote role reporting to the Customer Service Team Leader.
Applications are only accepted from candidates residing in Kenya.
How to Apply
Interested and qualified candidates should apply online via the Influx application portal by visiting Influx on influx.typeform.com.
