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Customer Service Agent - CSA at Influx
JobSearch
Nairobi 🇰🇪 Kenya
Posted 1 day ago (6 Oct 2026) Updated about 5 hours ago
Job Description
The Customer Service Agent will handle inbound and outbound phone, email, and chat interactions, ensuring a positive customer journey while meeting call‑handling KPIs. The role requires a BA/BSc or HND and at least one year of proven customer support experience. Candidates must communicate clearly, solve problems efficiently, and work collaboratively with other departments to resolve issues. The position is remote and supports a 24/7 operation, requiring flexibility to work rotating weekend shifts.
Qualifications & Requirements
- • BA/BSc or HND in a relevant field
- • Minimum 1 year of proven customer support experience
- • Strong written and verbal English communication skills
- • Ability to work remotely and manage rotating weekend shifts
- • Demonstrated problem‑solving and negotiation abilities
- • Ability to work independently with minimal supervision
- • Ability to multitask in a fast‑paced environment
Required Skills
Responsibilities
- • Manage high volume of inbound and outbound phone, email, and chat contacts
- • Deliver a positive customer journey while adhering to call‑handling KPIs
- • Continuously update knowledge of client processes, guidelines, and policies
- • Liaise with other departments to resolve customer issues
- • Communicate effectively with peers and managers using a positive tone
- • Contribute to a high‑performance, friendly workplace culture
- • Identify and assess customer needs to achieve satisfaction
- • Build sustainable relationships and trust with customers and stakeholders
- • Meet client and company KPIs for call handling and CSAT scores