Candidates must be able to respond to the needs of customers and provide products/services information to customers via Inbound & Outbound calls, Emails, and Live Chat in a friendly & timely manner. Evaluate problems and complaints of the callers and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
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 2 years proven customer support experience or experience as a call center representative
- Excellent written and verbal English communication skills, English Language must be clear, 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 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
*Internet and Device Requirement *
- Minimum 15mbps wired internet connection
- Minimum i5 processor or i3 processor 6th generation
- Minimum 8GB Ram
- Wired headset
- Quiet working environment
- (NO CHROMEBOOKS, NO LINUX OS)
Benefits
- The flexibility of working from home without having to go to the office
- An international and diverse work atmosphere :)
- Extensive opportunities to learn from, and work with high-performing colleagues in a fast-paced environment * If you feel that this role is for you, please feel welcome to apply!
