Customer Support Agent – Voice Support

We're looking for a detail-oriented, proactive, and customer-focused individual based in Kenya to join our growing team!

If you're an excellent communicator, enjoy helping people, and can thrive in a fast-paced environment while handling a high volume of customer interactions, we'd love to hear from you.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Handle a high volume of inbound and outbound customer interactions primarily through phone calls, with additional support through email and chat when required.
• Deliver a positive customer experience while consistently meeting strict call-handling and performance KPIs.
• Identify and assess customers' needs, providing appropriate solutions and ensuring customer satisfaction.
• Build positive and lasting relationships with customers through professional, empathetic, and effective communication.
• Take ownership of customer concerns and complaints, following through until resolution or appropriate escalation.
• Liaise with other departments and internal teams to resolve customer issues efficiently.
• Maintain up-to-date knowledge of client products, services, processes, guidelines, and policies.
• Proactively review and implement client updates and operational changes.
• Meet and maintain client and Influx performance targets, including call handling, email, chat, Customer Satisfaction (CSAT), and Quality Assurance (QA) KPIs.
• Communicate effectively and maintain a positive working relationship with teammates and managers.
• Contribute to a collaborative, high-performance, and supportive workplace culture.
• Consistently deliver on commitments and responsibilities to ensure an exceptional customer experience.

MINIMUM REQUIREMENTS

• At least 1 year of proven customer support experience, preferably in a call center or BPO environment.
• Willingness and confidence to handle high volumes of both inbound and outbound voice calls. This is a voice-focused position, and candidates must be comfortable handling frequent customer interactions throughout their shifts.
• A valid Kenyan Certificate of Good Conduct is mandatory. Candidates must be able to provide a valid certificate as part of the recruitment process.
• Excellent spoken and written English communication skills, with clear pronunciation, strong comprehension, and the ability to communicate professionally with international customers.
• Strong problem-solving and negotiation skills, including the ability to manage challenging customer interactions.
• Availability to work rotating shifts, including weekends and public holidays, as our operations run 24/7.
• Empathy, patience, and strong interpersonal skills.
• A strong sense of accountability and the ability to take ownership of customer issues.
• Ability to work independently with minimal supervision.
• Comfortable working in a fast-paced environment while managing multiple tasks.
• Resilience and the ability to remain calm and productive under pressure.
• A proven track record of achieving performance KPIs and maintaining strong CSAT scores.

NICE TO HAVE

• Previous experience handling healthcare-related customer support accounts, particularly those involving international customers.
• Previous experience working in the BPO or call center industry.
• Experience handling high-volume inbound and outbound calls for international clients.

BENEFITS

• Work-from-home arrangement: Enjoy the convenience of working remotely in a full-time position.
• International exposure: Work with clients and customers from the USA, EU, and other regions.
• Learning and development: Gain valuable experience by working alongside talented, high-performing colleagues.