Call Center Representative at Influx
We are seeking candidates from Kenya with a background in
customer service with BPO experience 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 experience whilst
maintaining strict call-handling KPIs
- 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
- At
least 1 year of proven customer support experience or experience as a call
center representative in a BPO environment
- 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
difficult customer calls
- We
operate 24/7 and work on a rotating roster – you must be OK to work
weekends on any allocated shift
- Empathetic
and displays the necessary soft skills required for customer support
- Ability
to take ownership of the situations
- 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