Customer Support Agent – Voice Support
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Influx is hiring a full-time, remote Customer Support Agent in Nairobi to handle primarily inbound and outbound voice calls, plus email and chat support. The successful candidate will manage customer issues, meet performance and quality KPIs, and support brands and technology companies.
- Full-time, remote role based in Nairobi
- At least one year of customer support experience
- Voice-focused duties covering inbound and outbound calls
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Influx is hiring a full-time, remote Customer Support Agent in Nairobi to handle primarily inbound and outbound voice calls, plus email and chat support. The successful candidate will manage customer issues, meet performance and quality KPIs, and support brands and technology companies.
- Full-time, remote role based in Nairobi
- At least one year of customer support experience
- Voice-focused duties covering inbound and outbound calls
- BA/BSc/HND qualification required
- Support experience in a call centre or BPO environment preferred
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Never pay for any notarisation, certificate or assessment as part of any recruitment process. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required1+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, internship, part_timeThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Support Agent – Voice Support evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Influx and the role in Nairobi.
- Add concrete examples related to call_center, internship, part_time, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Support Agent – Voice Support role in call_center, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Influx before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Never pay for any notarisation, certificate or assessment as part of any recruitment process. When in doubt,
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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.
View All Jobs at Influx
Customer Support Agent – Voice Support
Job Type: Full Time
,
Remote
Qualifications
BA/BSc/HND
Experience
1 year
Location: Nairobi
Job Field: Customer Care, Success and Service
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.
Check how your CV matches this job
Method of Application
- Interested and qualified? Go to
- Influx on influx.typeform.com
- to apply
- Build your CV for free.
- Download in different templates.