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. About the job 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. 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 IMPORTANT NOTES: Influx never asks candidates to make any payment throughout the entire recruitment process. Successful candidates will be contacted only through email ending with @influx.com.