Call Center Representative

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
  

• 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