Job Description
Influx is looking for a detail-oriented and thoughtful Customer Service Agent (CSA) from Kenya to join their growing remote team. As a CSA, you will be responsible for providing exceptional customer service to clients across various industries.
Key Responsibilities
- Manage a high volume of inbound/outbound phone, email, and chat contacts from customers.
- Deliver a positive customer journey while maintaining strict call-handling KPIs.
- Proactively maintain knowledge of client updates, processes, guidelines, and policies.
- Liaise with other departments to resolve customer issues.
- Communicate effectively and with a positive tone with peers and managers.
- 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.
- Achieve client and Influx’s KPIs (Call Handling, Email, Chat, CSAT & QA quotas).
- Maintain ownership in handling customer complaints until resolution or appropriate escalation.
- Deliver on promises and obligations to drive an exceptional customer experience.
Skills & Qualifications
- Proven customer support experience or experience as a call center representative is an added advantage.
- Excellent written and verbal English communication skills with a clear, neutral accent.
- Strong problem-solving and negotiation skills.
- Ability to handle difficult customer calls with empathy.
- Must be OK to work weekends on any allocated shift (24/7 rotating roster).
- Ability to take ownership of situations and work with little supervision.
- Ability to thrive in a fast-paced environment and multitask effectively.
- Track record of achieving KPIs and delivering strong CSAT scores.
Preferred Qualifications
- Experience with CRM software and help desk tools.
- Familiarity with the technology industry.
Benefits
- The flexibility of working from home in 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 in a fast-growing company.