Customer Support Agent - Voice Support

About the role

Influx provides on-demand customer support for leading brands and technology companies, operating 24/7, every day of the year, including public holidays. It is looking for a detail-oriented, proactive and customer-focused voice support agent based in Kenya. The position is remote and full-time, with a focus on handling high volumes of inbound and outbound calls.

Key responsibilities

• Handle a high volume of inbound and outbound customer interactions mainly by phone, with email and chat support when needed.
• Meet strict call-handling and performance KPIs and client and Influx targets, including CSAT and QA.
• Identify customer needs, offer appropriate solutions and build lasting relationships through professional, empathetic communication.
• Own customer concerns and complaints until resolved or escalated, and liaise with other departments to resolve issues.
• Keep up to date on client products, services, processes, guidelines and policies, and implement client updates and operational changes.
• Work collaboratively with teammates and managers and contribute to a supportive workplace culture.

Required profile

• At least 1 year of proven customer support experience, preferably in a call center or BPO environment.
• Comfortable handling high volumes of inbound and outbound voice calls throughout shifts; a valid Kenyan Certificate of Good Conduct is mandatory.
• Excellent spoken and written English with clear pronunciation, and the ability to communicate with international customers.
• Strong problem-solving, negotiation and interpersonal skills, resilience under pressure, and ability to work independently with minimal supervision.
• Availability to work rotating shifts, including weekends and public holidays.
• Nice to have: healthcare-related customer support experience, BPO or call center experience, and experience handling high-volume calls for international clients.

What we offer

• Work-from-home arrangement in a full-time position.
• International exposure working with clients from the USA, EU and other regions.
• Learning and development opportunities alongside high-performing colleagues.