Offer summary

Qualifications:

Minimum 1-year experience as a call center representative in a BPO., Excellent written and verbal English communication skills with no native accent., Strong problem-solving and negotiation skills, with the ability to handle difficult customer calls., Empathetic with necessary soft skills for customer support..

Key responsabilities:

Manage high volume of inbound/outbound phone, email, and chat contacts from customers.

Evaluate and resolve customer problems and complaints efficiently.

Communicate effectively with customers and maintain a positive tone.

Achieve client and Influx's KPIs related to call handling, email, chat, and customer satisfaction.

Job description

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.

We’re looking for detail-oriented and thoughtful people to join our growing international team!

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.

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, and holidays (both religious and non-religious on any allocated shift
Empathetic and display the necessary soft skills required for customer support
Ability to take ownership of the situation
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

Internet and Device Requirement :

Minimum 15mbps wired internet connection
Minimum i5 processor
Minimum 8GB Ram
Wired headset
(NO CHROMEBOOKS, NO LINUX OS)
Must have a backup space to work from when there’s no power

Benefits:

The flexibility of working from home without having to go to the office
An international and diverse work atmosphere :)
Extensive opportunities to learn from, and work with high-performing colleagues in a fast-paced environment

If you feel that this role is for you, please feel welcome to apply!

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