Job Openings at Influx

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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RESPONSIBILITIES

• Analyze historical data and trends to forecast future workloads, including call volumes and chat requests, to determine required staffing levels.
• Create optimized agent schedules considering factors such as agent availability, skill sets, and service level goals.
• Monitor real-time data, such as call volumes and agent adherence to schedules, and make immediate adjustments to maintain service levels.
• Evaluate agent performance data to identify trends, patterns, and areas for improvement, and use this information to optimize schedules and enhance operational efficiency.
• Design and implement data visualization tools, and analyze reports on key performance indicators (KPIs) to evaluate performance and make data-driven decisions.

ABOUT YOU

• You hold a Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related field.
• You have proven experience in workforce management or data analysis within a customer service or BPO environment. (at least 1 year experience)
• You are proficient in workforce management software and tools, with knowledge of CS/CRM Helpdesk systems (Salesforce, Genesys, Zendesk, Aircall, Five9, HubSpot, etc.) being a plus.
• You possess strong analytical skills and can translate data into actionable insights.
• You have advanced proficiency in Excel, Google Sheets, and data visualization tools (Looker Studio, Tableau, Metabase, etc.).
• You thrive in a fast-paced environment and can manage multiple priorities.
• You have excellent communication and problem-solving abilities.