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.
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We’re looking for detailoriented and thoughtful people to join our teams. You’ll be tasked with answering customer questions through calls and need to be able to think on your feet, communicate clearly and effectively, and empathize with customers who are struggling to solve a problem.
Requirements:
2+ years of customer service experience
1 year of management experience (would be an asset)
Excellent written and verbal communication in both German and English
Attention to detail (i.e. verify all details are submitted, able to identify missing information)
Good use of Google Suites, Microsoft Excel, Word & PowerPoint Office suite.
Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)
Strong problemsolving skills
Prior experience serving clients in a B2B environment
Duties:
Ensure achievement of Client KPIs.
Ensure the team is organized effectively to maximize productivity
Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Daily report to the delivery manager on team performance against KPIs
Handle escalations, and assist agents by providing support on customer queries
Time management of staff breaks and schedules to ensure no impact on production
Communicate all processes; client changes and notifications to agents in a timely manner
Highlight concerns that impact team performance
Conduct preshift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs
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