Job Description
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.
Customer Support Agent – Digital and Voice Support
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 issuesFull understanding of how to deliver a positive customer experience whilst maintaining strict call-handling KPIsLiaison with other departments to resolve customer issuesCommunicate effectively and with a positive tone with peers and your managerContribute to a high-performance and friendly workplace cultureIdentify and assess customers’ needs to achieve satisfactionBuild sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communicationAchieve 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:
At least 1 year of proven customer support experience or experience as a call center representative in a BPO environmentExcellent written and verbal English communication skills, English Language must be clear, with no native accentStrong problem-solving and negotiation skills, as well as the ability to handle difficult customer callsWe operate 24/7 and work on a rotating roster – you must be OK to work weekends on any allocated shiftEmpathetic and displays the necessary soft skills required for customer supportAbility to take ownership of the situationsAble to work in a fast-paced environmentAbility to multitask and not get frustratedTrack record of achieving KPIs and delivering strong CSAT scores