Call Center Representative

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 maintain knowledge, check, self-educate, and implement 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
• Able to take ownership of the situations
• Happy to be empowered to work with little supervision
• Able to work in a fast-paced environment
• Able to multitask and not get frustrated
• Track record of achieving KPIs and delivering strong CSAT scores

Internet and Device Requirement

• Minimum 40mbps 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