Jobs at Influx

Essential Duties:

• Use a customer-focused, consultative sales process to educate customers on what products/services will best fit their needs
• Reaching out to clients through calls, offering products and services, assisting clients with inquiries, and ensuring clients' satisfaction
• Maintain expert-level knowledge of the features and business applications of the company's product line
• Performs other related duties as required

Required Skills, Abilities & Knowledge:

• Excellent communication in English (written and spoken)
• Excellent organizational, communication (writing and oral), and personal demeanor
• Ability to describe, demonstrate remotely products and match their advantages to customer needs
• Ability to handle multiple projects simultaneously
• Working knowledge of Microsoft Office
• Ability to work cooperatively on a team with other inside sales representatives

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Responsibilities

• 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
• Listen to pre-screened calls/go through the tickets and conduct coaching sessions with Agents
• Handle escalations, 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 pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs.

Qualities

• Excellent written and oral communication skills, with the confidence to interact at all levels of the organization
• Strong people leadership skills and takes initiative
• Good reporting and presentation skills with a keen eye for detail
• Desire to succeed with the ability to grasp processes and tasks quickly,
• Hold your team (and yourself) accountable
• Effective problem solver and takes ownership
• Self-controlled/master stress management, and thrives under pressure
• Strong organizational skills
• Have an ability to influence and collaborate with a team
• Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion

Requirements

• 2+ years of customer service experience
• 1 year of management experience (would be an asset)
• 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.)
• Minimum 15mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 8GB Ram
• Wired headset
• Quiet working environment
• We operate 24/7 and work on a rotating roster - you must be OK to work weekends/public holidays on any shift.

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Essential Duties:

• Plan, execute, monitor, and improve the Learning and Development activities in the Asia and Africa region
• Manage the Learning and Development Team in Asia and Africa, including upskilling them
• Help design new L&D content and programs
• Personally deliver training programs and conduct tests on high-leverage activities

Requirements:

• Min. 1 year of experience being a hands-on trainer (i.e. delivering training personally)
• Min. 2 years of experience in designing and improving training materials and programs
• Min. 2 years of experience in leading a team and being responsible for their output/performance
• Good understanding of competencies and how to leverage them in training programs
• A penchant for remote working
• Open-mindedness, and the ability and willingness to work with people from various countries and cultures
• A balance between high standards and compassion
• Some familiarity with the service industry (bonus points for the hospitality or customer service industry)