Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Aug 28, 2024
    Deadline: Not specified
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    Influx provides Support as a Service for brands and tech companies. This includes an entire operation available on demand: agents, management, training, QA, data, and insights.
    Read more about this company

     

    Customer Service Agent - CSA

    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

    go to method of application »

    Workforce Analyst

    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.

    Method of Application

    Use the link(s) below to apply on company website.

     

    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at Influx Back To Home

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail