Influx Careers

We’re looking for detail-oriented and thoughtful people to join our team.

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

Influx provides customer service for brands and tech companies on-demand, 24/7, every day of the year (including holidays). To achieve this, our operation includes agents and managers working  around the globe.

We’re looking for detail-oriented and thoughtful people to join our growing international team! 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 of 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 proven experience as a call center representative in a BPO
• 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 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 REQUIREMENTS

• Minimum 15mbps wired internet connection
• Minimum i5 processor or i3 processor 6th generation
• Minimum 8GB Ram
• Wired headset
• Quiet working environment

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

RESPONSIBILITIES

• Analyze historical data and trends to forecast future workloads, including call volumes and chat requests, to determine required staffing levels.
• Create optimized agent schedules considering factors such as agent availability, skill sets, and service level goals.
• Monitor real-time data, such as call volumes and agent adherence to schedules, and make immediate adjustments to maintain service levels.
• Evaluate agent performance data to identify trends, patterns, and areas for improvement, and use this information to optimize schedules and enhance operational efficiency.
• Design and implement data visualization tools, and analyze reports on key performance indicators (KPIs) to evaluate performance and make data-driven decisions.

ABOUT YOU

• You hold a Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related field.
• You have proven experience in workforce management or data analysis within a customer service or BPO environment. (at least 1 year experience)
• You are proficient in workforce management software and tools, with knowledge of CS/CRM Helpdesk systems (Salesforce, Genesys, Zendesk, Aircall, Five9, HubSpot, etc.) being a plus.
• You possess strong analytical skills and can translate data into actionable insights.
• You have advanced proficiency in Excel, Google Sheets, and data visualization tools (Looker Studio, Tableau, Metabase, etc.).
• You thrive in a fast-paced environment and can manage multiple priorities.
• You have excellent communication and problem-solving abilities.

• We’re seeking a detail-oriented and thoughtful person from Kenya to join our growing team to meet an existing client's needs. (Immediate hire)

RESPONSIBILITIES

• You provide exceptional customer service as the primary point of contact for the platform users, responding to inquiries, and resolving issues in a timely and effective manner to ensure user satisfaction.
• You leverage platforms such as Zendesk, Airtable, and Notion to manage all customer interactions and maintain accurate records.
• You gather and share constructive feedback from customers to inform product improvements, new feature development, and enhanced user experiences.

ABOUT YOU

• You have previous experience delivering exceptional customer service.
• You are proficient with support tools like Zendesk, Slack, and Google Sheets.
• You are patient and have an empathetic approach to understanding user needs.
• You can explain solutions, provide guidance, and build relationships clearly.
• You have exceptional written and verbal communication skills in English and German

Job Description

• In this role, you will be answering customer questions for a range of internet companies around web development, and think on your feet, communicate clearly and effectively

Duties

• Diagnose and solve customer problem
• Communicate effectively via email and chat in fluent English
• Coordinate effectively with peers and your manager
• Contribute to a high-performance and friendly workplace culture

What We’re Looking for

• 1 year of experience in a similar role
• Excellent written and verbal English communication skills
• Strong problem-solving skills
• Demonstrated ability to code with PHP or MySQL
• Experience with eCommerce site, or WordPress CMS

Job Descriptions:

• We’re looking for detail-oriented and thoughtful people to join our Influx team. You’ll be tasked with answering customer questions and need to be able to think on your feet, communicate clearly and effectively, and empathize with customers who are struggling to solve a problem.

Requirements:

• Excellent written and verbal English communication skills.
• Strong problem-solving skills.
• Sense of humour.

Duties:

• Diagnose and solve problems.
• Communicate effectively via email and chat with our customers.
• Coordinate effectively with peers and your manager.
• Contribute to a high-performance and friendly workplace culture

Duties and Responsibilities

• Maintaining a positive, empathetic, and professional attitude towards customers at all times.
• Diagnose and solve the customer's problems in German
• Communicate effectively via email and chat with our customers
• Understand the company’s products so as to answer any questions or concerns
• Coordinate effectively with peers and your manager
• Contribute to a high-performance and friendly workplace culture

What We're Looking For

• Excellent written and verbal English and German communication skills
• German proficiency level C1 and above
• 1 year experience in customer service
• An ability to quickly think on your feet
• Strong problem-solving skills
• Team player