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 includes agents and managers working around the globe. Job Vacancies at Influx

Customer Service Agent – English
Technical Team Lead
Customer Support Agent – Digital and Voice Support
Call Center Representative

Customer Service Agent – English

Job Vacancies at Influx

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

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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

Technical Team Lead

Job Vacancies at Influx

The Team Leader is responsible for overseeing the day-to-day operations of customer service agents to meet and exceed client expectations and KPIs.

This includes managing agent roster and ensuring agents work their entire shift.

They also ensure agents have adequate training to delight the clients and provide task-relevant feedback to agents.

Key Responsibilities

Design and execute effective rosters and schedules to meet the client’s needs perfectly
Monitor, understand, and radiate information about the performance and skill levels of the customer service team troubleshoot complex technical tickets and help the agent to resolve them
Ensure Agents have the necessary knowledge, skills, and tools to succeed Manage the agents effectively throughout their life cycles
Collaborate with the Service Delivery Manager to ensure excellent service delivery Have technical sessions with the client

Required Skills & Qualifications

Bachelor’s Degree in any related field 2+ years experience in customer service, outsourcing, or related industry 1+ year of management experience with a minimum of 5 direct subordinates in the related industry
Experience with WordPress: Advanced understanding of WordPress, including themes, plugins, APIs, and customizations.
Experience in technical support, with at least one year in a leadership or management role. Experience working with ACF would be a great advantage.
Strong troubleshooting skills: Ability to diagnose and resolve complex technical issues related to WordPress plugin functionality, performance, and compatibility.
Knowledge of PHP, MySQL, and JavaScript: Familiarity with web technologies and the ability to read and understand code for troubleshooting purposes.
Excellent communication skills: Ability to explain technical issues to technical and non-technical customers.
Leadership experience: Proven ability to lead, mentor, and develop a technical support team.
Problem-solving mindset: Ability to stay calm under pressure and handle multiple tasks effectively.
Customer-focused: Commitment to providing excellent customer service and improving customer satisfaction.

Customer Support Agent – Digital and Voice Support

Job Vacancies at Influx

Our latest client is a global wallet provider for users to pay, send, and receive money. Their app offers virtual and physical debit cards, peer-to-peer money transfers, and more!!

Our client values ownership, embraces courage, and has a culture that thrives on passion while guiding us to create products that customers love.

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What is in it for you?

Empowerment Through Financial Innovation: An exciting client who believes that everyone should be in control of their finances
Guidance & Mentorship: Being mentored, supported, and partnering with our elite customer service leadership team
Career Growth: Career growth opportunities – what you want to become is a conversation away.
Work from home, salary + rewards

Benefits

The best thing about working from home is the drive to work.
Performance has its benefits within our Reward and Recognition Program – Club 90
We do spiffs for you to get additional allowances
Continuous learning and development by an elite team of managers and directors
Work-life balance – No more commuting to work you get back lost days – a lot of lost days.

What do you bring to the table?

Strong Communication Skills : Understanding customer concerns by truly listening and responding appropriately.
Problem-Solving : Knowing how to find solutions quickly, whether through product knowledge or available resources after analyzing the situation and identifying the root cause.
Adaptability : Willingness to learn and adapt to new tools, processes, technologies, and company policy changes, including different schedules
Empathy and Patience : Remaining calm and composed, even when dealing with difficult or frustrated customers.
Motivated : Also, ensure that the agents are fully motivated with this project, as they will provide their full effort every day.
Commitment to Excellence: You’re fully dedicated to your role, with a competitive spirit to exceed metrics and KPIs.
Excellent written and oral communication
Collaboration: Willing to support other teams when needed
Tech-Savvy Expertise: Computer and Technology-savvy
Receptive and Passionate about learning and self-improvement
Commitment to working in a full-time position
Competitive Spirit in achieving and exceeding daily metrics / KPIs
Reliability: Someone who will not have attendance and or adherence issues that will lead to accountability conversations
Receptive to Feedback: You’re open to feedback, always striving to be the best version of yourself.

Internet and Device Requirements:

Internet Speed of 40-50 Mbps / Upload Speed – 50 Mbps
System: Windows 10 or more. 32 -bit Operation system.
RAM 8GB or more
Processors – Intel Core i5 or up.
Laptop (No Chromebook, Linux OS, or Desktop)
Wired headset
Quiet working environment

Call Center Representative

Candidates must be able to respond to the needs of customers and provide products/services information to customers via Inbound & Outbound calls, Emails, and Live Chat in a friendly & timely manner. Evaluate problems and complaints of the callers and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

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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 of 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 proven experience as a call center representative in a BPO
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 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