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Customer Service Agent – CSA at Influx

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Job Detail

  • Job ID 1017847
  • Experience  Less Than 1 Year
  • Qualifications  Degree Bachelor

Job Description

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 1 year of proven customer support experience or experience as a call center representative
  • 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 a difficult customer call
  • 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

BENEFITS

  • The flexibility of working from home, this a remote and full-time position
  • Work with clients in the USA, EU, and elsewhere
  • Extensive opportunities to learn from, and work with, high-performing colleagues
  • Career opportunities! We’re fast-growing with roles and positions to grow into

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