Call Center Representative Full Time

Summary:

Influx, a global provider of on-demand customer service for brands and tech companies, is hiring a Call Center Representative for a remote, full-time role in South Africa. Operating 24/7, Influx supports clients worldwide with a focus on delivering exceptional customer experiences through a high-performing, distributed team.

Responsibilities:

• Manage a high volume of inbound/outbound phone, email, and chat contacts from customers with questions or issues.
• Deliver a positive customer experience while maintaining strict call-handling KPIs.
• Liaise with other departments to resolve customer issues.
• Communicate effectively and with a positive tone with peers and managers.
• 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 stakeholders through open and interactive communication.
• Achieve client and Influx’s KPIs (Call Handling, Email, Chat, CSAT, and QA quotas).
• Maintain ownership in handling customer complaints until escalation is appropriate.
• Deliver on promises and obligations to drive an exceptional customer experience.

Requirements:

• Minimum 1 year of proven customer support experience or experience as a call center representative in a BPO environment.
• Excellent written and verbal English communication skills, with clear English and no native accent.
• Strong problem-solving and negotiation skills, with the ability to handle difficult customer calls.
• Availability to work on a rotating roster, including weekends and any allocated shift, as operations run 24/7.
• Empathetic with the necessary soft skills required for customer support.
• Ability to take ownership of situations.
• Capability to work in a fast-paced environment.
• Ability to multitask without frustration.
• Track record of achieving KPIs and delivering strong CSAT scores.

Benefits:

• Flexibility of working from home in a remote, full-time position.
• Opportunity to work with clients in the USA, EU, and other regions.
• Extensive opportunities to learn from and work with high-performing colleagues.
• Career opportunities within a fast-growing company with roles and positions for advancement.