Customer Support Agent – Voice Support

We're looking for a detail-oriented, proactive, and customer-focused individual based in Kenya to join our growing team!

If you're an excellent communicator, enjoy helping people, and can thrive in a fast-paced environment while handling a high volume of customer interactions, we'd love to hear from you.

ESSENTIAL DUTIES & RESPONSIBILITIES

Handle a high volume of inbound and outbound customer interactions primarily through phone calls, with additional support through email and chat when required.

Deliver a positive customer experience while consistently meeting strict call-handling and performance KPIs.

Identify and assess customers' needs, providing appropriate solutions and ensuring customer satisfaction.

Build positive and lasting relationships with customers through professional, empathetic, and effective communication.

Take ownership of customer concerns and complaints, following through until resolution or appropriate escalation.

Liaise with other departments and internal teams to resolve customer issues efficiently.

Maintain up-to-date knowledge of client products, services, processes, guidelines, and policies.

Proactively review and implement client updates and operational changes.

Meet and maintain client and Influx performance targets, including call handling, email, chat, Customer Satisfaction (CSAT), and Quality Assurance (QA) KPIs.

Communicate effectively and maintain a positive working relationship with teammates and managers.

Contribute to a collaborative, high-performance, and supportive workplace culture.

Consistently deliver on commitments and responsibilities to ensure an exceptional customer experience.

MINIMUM REQUIREMENTS

At least 1 year of proven customer support experience, preferably in a call center or BPO environment.

Willingness and confidence to handle high volumes of both inbound and outbound voice calls. This is a voice-focused position, and candidates must be comfortable handling frequent customer interactions throughout their shifts.

A valid Kenyan Certificate of Good Conduct is mandatory. Candidates must be able to provide a valid certificate as part of the recruitment process.

Excellent spoken and written English communication skills, with clear pronunciation, strong comprehension, and the ability to communicate professionally with international customers.

Strong problem-solving and negotiation skills, including the ability to manage challenging customer interactions.

Availability to work rotating shifts, including weekends and public holidays, as our operations run 24/7.

Empathy, patience, and strong interpersonal skills.

A strong sense of accountability and the ability to take ownership of customer issues.

Ability to work independently with minimal supervision.

Comfortable working in a fast-paced environment while managing multiple tasks.

Resilience and the ability to remain calm and productive under pressure.

A proven track record of achieving performance KPIs and maintaining strong CSAT scores.

NICE TO HAVE

Previous experience handling healthcare-related customer support accounts, particularly those involving international customers.

Previous experience working in the BPO or call center industry.

Experience handling high-volume inbound and outbound calls for international clients.

BENEFITS

Work-from-home arrangement: Enjoy the convenience of working remotely in a full-time position.

International exposure: Work with clients and customers from the USA, EU, and other regions.

Learning and development: Gain valuable experience by working alongside talented, high-performing colleagues.

Minimum qualifications

BA/BSc/HND

How to apply

Interested and qualified? Go to Influx on influx.typeform.com to apply

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