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2 Jul 2022

Full-Time Jobs at Influx (3 Positions)

Influx – Posted by Sunlit Centre Kenya Nairobi, Nairobi County, Kenya

Job Description

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.

Outbound Sales Representative

Essential Duties:

  • Use a customer-focused, consultative sales process to educate customers on what products/services will best fit their needs
  • Reaching out to clients through calls, offering products and services, assisting clients with inquiries, and ensuring clients’ satisfaction
  • Maintain expert-level knowledge of the features and business applications of the company’s product line
  • Performs other related duties as required

Required Skills, Abilities & Knowledge:

  • Excellent communication in English (written and spoken)
  • Excellent organizational, communication (writing and oral), and personal demeanor
  • Ability to describe, demonstrate remotely products and match their advantages to customer needs
  • Ability to handle multiple projects simultaneously
  • Working knowledge of Microsoft Office
  • Ability to work cooperatively on a team with other inside sales representatives

Customer Service Team Lead

Responsibilities

  • Ensure achievement of Client KPIs.
  • Ensure the team is organized effectively to maximize productivity
  • Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
  • Daily report to the delivery manager on team performance against KPIs
  • Listen to pre-screened calls/go through the tickets and conduct coaching sessions with Agents
  • Handle escalations, assist agents by providing support on customer queries
  • Time management of staff breaks and schedules to ensure no impact on production
  • Communicate all processes; client changes and notifications to agents in a timely manner
  • Highlight concerns that impact team performance
  • Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs.

Qualities

  • Excellent written and oral communication skills, with the confidence to interact at all levels of the organization
  • Strong people leadership skills and takes initiative
  • Good reporting and presentation skills with a keen eye for detail
  • Desire to succeed with the ability to grasp processes and tasks quickly,
  • Hold your team (and yourself) accountable
  • Effective problem solver and takes ownership
  • Self-controlled/master stress management, and thrives under pressure
  • Strong organizational skills
  • Have an ability to influence and collaborate with a team
  • Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion

Requirements

  • 2+ years of customer service experience
  • 1 year of management experience (would be an asset)
  • Attention to detail (i.e. verify all details are submitted, able to identify missing information)
  • Good use of Google suites, Microsoft Excel, Word & PowerPoint Office suite.
  • Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)
  • Minimum 15mbps wired internet connection
  • Minimum i5 processor or equivalent
  • Minimum 8GB Ram
  • Wired headset
  • Quiet working environment
  • We operate 24/7 and work on a rotating roster – you must be OK to work weekends/public holidays on any shift.

Learning and Development Manager

Essential Duties:

  • Plan, execute, monitor, and improve the Learning and Development activities in the Asia and Africa region
  • Manage the Learning and Development Team in Asia and Africa, including upskilling them
  • Help design new L&D content and programs
  • Personally deliver training programs and conduct tests on high-leverage activities

Requirements:

  • Min. 1 year of experience being a hands-on trainer (i.e. delivering training personally)
  • Min. 2 years of experience in designing and improving training materials and programs
  • Min. 2 years of experience in leading a team and being responsible for their output/performance
  • Good understanding of competencies and how to leverage them in training programs
  • A penchant for remote working
  • Open-mindedness, and the ability and willingness to work with people from various countries and cultures
  • A balance between high standards and compassion
  • Some familiarity with the service industry (bonus points for the hospitality or customer service industry)

How to Apply

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

Job Categories: Many positions. Job Types: Full-Time.

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