Customer Support Agent – Digital and Voice Support at Influx
| Location | NAIROBI, Kenya |
| Date Posted | June 27, 2025 |
| Category |
Communication
Customer Service Management Operations |
| Job Type |
Full-time
|
| Currency | KES |
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 insigh
Responsibilities
- 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 experience whilst maintaining strict call-handling KPIs
- 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:
- At least 1 year of proven customer support experience or experience as a call center representative in a BPO environment
- 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 displays the necessary soft skills required for customer support
- Ability to take ownership of the situations
- 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
Don't Keep Share!:
Applying Instructions
Hi! We're glad you're interested in working with Influx!
Influx is innovating customer support for online businesses. We help our clients provide the best customer support for their customers.
If you're good at English, good at problem solving, and have a thirst for learning and development, you're the one we're looking for!
Click 'Start' to begin. Good luck!
Influx provides customer service for brands and tech companies on demand, 24
every day of the year. To achieve this, our operation includes agents and managers working around the globe. We also make good use of training, QA, data and insights.
This Typeform is for the positions outlined below:
Position names:
Customer Service Representative
Job Descriptions:
We’re looking for detail-oriented and thoughtful people to join our team. You’ll be tasked with answering customer questions through calls and need to be able to think on your own, communicate clearly and effectively, and empathize with customers who are struggling to solve a problem.
Requirements:
- Excellent written and verbal in English (for English speaking agents) and/or Spanish (if you're applying for Spanish Bilingual).
- Strong problem-solving skills.
- Sense of humour.
Duties:
- Diagnose and solve problems.
- Communicate effectively via chats, calls and video calls with our customers.
- Coordinate effectively with peers and your manager.
- Contribute to a high-performance and friendly workplace culture
Interested? Just click start to apply, and good luck!
start