Customer Service Agent – CSA

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.

Customer Service Agent – CSA

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)