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  • Posted: Jun 28, 2024
    Deadline: Not specified
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  • 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.
    Read more about this company

     

    Call Center Representative

    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 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

    INTERNET AND DEVICE REQUIREMENTS

    • Minimum 15mbps wired internet connection
    • Minimum i5 processor or i3 processor 6th generation
    • Minimum 8GB Ram
    • Wired headset
    • Quiet working environment
    • (NO CHROMEBOOKS, NO LINUX OS)

    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

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Influx on influx.com to apply

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