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Influx. Inc
Customer Service Agent - CSA
Nairobi
• Kenya
Closed for applications
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Seniority (Customer support, client care, Computers, software development and services)
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Influx. Inc
Computers + 1 more
Description
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
Responsibilities
- 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
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