Inbound Call Agent, English C2

This is a fully remote position, open to applicants in Kenya, +1 more country.

📋 Description

• Manage customer inquiries through phone calls related to account identification, subscription cancellations, and refund requests.

• Collect essential customer information and relay requests to the relevant internal team for processing.

• Engage with customers in a calm, professional, and empathetic manner.

• De-escalate difficult situations and address customer concerns with professionalism.

• Adhere to established procedures to ensure that requests are processed accurately and efficiently.

• Proactively follow up on pending requests and ensure all necessary information is supplied.

• Independently find relevant information to assist customers and effectively manage inquiries.

⛳️ Requirements

• Exceptional written and spoken English at a native or near-native level (C2).

• Clear, neutral speech paired with outstanding verbal communication abilities.

• Prior experience in customer support.

• Experience in managing inbound customer calls.

• Proven ability to de-escalate challenging customer interactions and handle frustrated customers with professionalism.

• Capability to remain calm, empathetic, and focused on solutions in difficult situations.

• Proactive and responsible approach to work.

• Ability to adhere to established procedures and work independently.

• Must reside in Nairobi or Mombasa, Kenya, or Accra or Kumasi, Ghana.

🏝️ Benefits

• Fixed schedule: Monday–Friday, 1 PM–9 PM (UTC).

• Opportunity to work fully remotely.

• Inclusive international work environment.

• Compensation provided in USD.

• Rewards for referring friends.

• Balance between project workload and personal time.

• Internal health policy.

• Responsive leadership committed to your growth and long-term collaboration.

• Supportive environment for self-development.

• Culture built on trust, without time-tracking requirements.