1,170 Voice Support jobs in Kenya

About Influx:

Influx provides customer service for brands and tech companies on demand, 24/7, every day of the year (including holidays). To achieve this, our operation consists of agents and managers working around the globe to achieve the company's objectives.

Learn more about us.

Essential Duties:

• Manage a high volume of Inbound/Outbound Phone, Email & Chat contacts from customers who are calling with questions or need assistance with their issues
• Full understanding of how to deliver a positive customer experience whilst maintaining strict call-handling KPIs
• Liaison with other departments to resolve customer issues
• Communicate effectively and with a positive tone with peers and your manager
• Contribute to a high-performance and friendly workplace culture
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customers, clients, and other stakeholders through open and interactive communication
• Achieve the client and Influx's KPIs (Call Handling, Email, Chat, CSAT & QA quotas)
• Strong knowledge in understanding the importance of maintaining ownership in handling customer complaints, until you feel it is appropriate to escalate.
• Deliver on your promises and obligations to drive an exceptional customer experience

Minimum requirements:

• At least 1 year of proven customer support experience or experience as a call center representative in a BPO environment
• Excellent written and verbal English communication skills, English Language must be clear, with no native accent
• Strong problem-solving and negotiation skills, as well as the ability to handle difficult customer calls
• We operate 24/7 and work on a rotating roster - you must be OK to work weekends on any allocated shift
• Empathetic and displays the necessary soft skills required for customer support
• Ability to take ownership of the situations
• Able to work in a fast-paced environment
• Ability to multitask and not get frustrated
• Track record of achieving KPIs and delivering strong CSAT scores

IMPORTANT NOTES:

• Influx never asks candidates to make any payment throughout the entire recruitment process.
• Successful candidates will be contacted only through email ending with

If this sounds like you or someone you know, the application link is below Apply now

"Improving the lives of those with chronic care diseases while providing solutions to our customers."
Looking for a new opportunity? At SuperCare Health you have the chance to reach your dreams by helping us in serving the healthcare needs of our ever-growing patient population. Matching passion with careers, here hard work has never been so satisfying.

• PLEASE NOTE THIS IS AN IN-PERSON ROLE**

Who We Are
SuperCare Health (SCH) is the foremost post-acute, in-home healthcare provider in the Western U.S., dedicated to serving the healthcare needs of our expanding patient population for nearly 50 years. Specializing in respiratory and chronic disease management, we have earned our position as a leader in the industry by delivering innovative solutions that significantly enhance the quality of life for our patients. Our unwavering commitment to excellence has established us as a trusted partner for healthcare providers nationwide.

What We're Looking For
The
Manager, Call Center Operations
will be responsible for launching and managing SuperCare Health's Call Center hub in the Salt Lake City area. This individual will play a key role in establishing a strong presence in Utah, leading the hiring, training, and development of a team of 30–50 onsite Customer Care Specialists. The Call Center Manager will ensure excellence in patient and provider support, drive operational efficiency, and deliver on key performance indicators (KPIs) aligned with company goals.

What You'll Do
Leadership & Team Management

• Build, lead, and manage a team of 30–50 Customer Care Specialists in person at the Salt Lake City hub.
• Recruit, hire, and onboard new staff to support the rapid growth of the Utah market.
• Provide coaching, mentoring, and performance management to ensure team success.
• Foster a culture of accountability, collaboration, and service excellence.

Training & Development

• Oversee training and skill development programs for Customer Care Specialists, with support from corporate resources.
• Ensure staff are fully equipped to handle patient inquiries, provider communications, and service-related calls effectively and compassionately.
• Promote continuous learning to enhance call quality, compliance, and efficiency.

Operations & Performance Management

• Establish and implement call center processes, workflows, and best practices.
• Track, analyze, and report on call center KPIs, including call volume, service levels, quality assurance, first-call resolution, patient satisfaction, and productivity metrics.
• Develop strategies to improve operational performance and deliver measurable results.
• Collaborate with cross-functional teams, including Clinical Services, Field Operations/Dispatch, and Corporate Operations, to ensure seamless patient experiences.

Strategic Impact

• Serve as the primary leader establishing SuperCare Health's call center presence in Utah.
• Partner with senior leadership to align the call center's goals with overall business objectives.
• Act as a change agent to support growth, scalability, and excellence in patient care delivery.

This role may be a fit for you if you have…

• A Bachelor's degree in Business, Healthcare Administration, or related field preferred.
• Minimum 5 years of call center leadership experience, preferably in healthcare, durable medical equipment (DME), or related industries.
• Proven track record of managing large teams (30+ employees) in a high-volume call center environment.
• Strong understanding of call center operations, metrics, and workforce management.
• Excellent leadership, communication, and interpersonal skills.
• Ability to thrive in a fast-paced, growth-oriented environment.
• Demonstrated ability to recruit, build, and retain high-performing teams.
• Proficiency with call center technology platforms and reporting tools.

Benefits

• Medical
• Dental
• Vision
• Flexible Savings Account
• 401K
• Voluntary Life Insurance
• Observed Holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Day.

Perks

• Paid Training
• Paid Time Off
• Sick Time
• Growth Opportunities
• Employee Referral Reward Program
• Employee Discount Program

Any employment proposal is contingent upon satisfactory completion of: Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Tests
What SuperCare Health Is About
"SuperCare Health is a comprehensive, post- acute care, respiratory services company, focused on managing high-risk respiratory patients in their homes.
Today, SuperCare health manages millions of lives annually, with a growing team of more than 400 members, and has one of the highest-rated satisfaction scores from both our customers and patients.
Our goal is to be the most trusted and preferred resource to manage high-risk, post-acute respiratory patients through our high-touch clinical team and high-tech, innovative solutions. Our end-to- end care solutions, from the hospital to the home, close gaps in care, reduce costs of care and improve outcomes. Our in-home services include ventilation, oxygen, CPAP/BiPAP, enteral nutrition, pharmacy services, and an expanding population health program.
We are uniquely structured to be a responsive and agile community provider, yet we also possess the stability and effectiveness of a large enterprise. As a thriving business, our chief focus is on what really matters: reducing hospital re-admissions, optimizing outcomes and improving the lives of patients with chronic care diseases, every day.``
Connect With Us
Company Website

Company Business Hours - 8:30 AM – 5:30 PM PST

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Araceli Richardson - Jr. Recruiter LinkedIn

Job Position: Help Desk & Marketing Officer

Department: Marketing

Reports to: Marketing Manager

Job Summary:

The Help Desk & Marketing Officer will serve as the first point of contact for visitors and tenants within the BINAA building, ensuring an engaging and seamless experience for all stakeholders. They will play a vital role in guiding foot traffic, promoting tenant businesses, overseeing building marketing initiatives, and maintaining strong tenant relations. Additionally, they will support leasing efforts by showcasing available retail spaces and ensuring the building remains an attractive commercial destination.

Key Responsibilities:

1. Promotion of BINAA Ecosystem & Tenant Businesses

• Educate visitors on the BINAA concept, ensuring they understand it as a one-stop destination for home and building solutions.
• Actively promote tenant businesses by informing customers about special offers, services, and exclusive products.
• Closely, work with the marketing team to execute promotional strategies to increase building footfall and drive business to tenants.
• Assist in planning seasonal campaigns, festive promotions and community events to boost foot traffic.

2. Visitor Engagement & Foot Traffic Management

• Greet and assist visitors, directing them to the appropriate businesses or services within the BINAA building.
• Direct customers looking for building solutions and fixtures primarily to the BINAA showroom while providing supplementary referrals to other tenants.
• Actively manage and document visitor traffic, gathering data to assess peak hours, visitor demographics, and engagement levels.
• Implement visitor feedback mechanisms to continuously improve customer experience.
• Provide maps, directories, and promotional materials to visitors for easy navigation.

Qualifications & Skills:

• Diploma or bachelor's degree in marketing, business administration, or a related field.
• Strong interpersonal and communication skills with a welcoming and professional demeanor.
• Experience in customer service, marketing, or retail management is an added advantage.
• Ability to multitask and manage visitor inquiries while executing marketing responsibilities.
• Strong organizational and problem-solving skills.
• Proficiency in MS Office, customer service tools, and basic data reporting systems.
• Familiarity with social media and digital marketing trends is a plus.

Work Environment & Expectations:

• The role is front-facing and requires the officer to be stationed at the help desk with periodic movement around the building.
• Flexibility in working hours may be required during expos, promotional events, and peak shopping seasons.
• The officer should maintain a customer-centric and solution-oriented approach to interactions.

• Respond to and resolve end-user support requests via phone, email, and ticketing system in a timely manner.
• Diagnose and troubleshoot hardware, software, and network-related issues for desktops, laptops, and mobile devices.
• Install, configure, and maintain hardware and software systems.
• Assist with user account management, including creation, modification, and deletion.
• Perform routine system maintenance, including updates, patches, and security checks.
• Document technical procedures, solutions, and troubleshooting steps.
• Provide technical guidance and support to end-users on various applications and systems.
• Escalate complex issues to senior IT staff or relevant vendors when necessary.
• Participate in IT projects, such as system upgrades or new implementations.
• Maintain an inventory of IT hardware and software assets.
• Ensure adherence to IT policies and security best practices.
• Contribute to the continuous improvement of help desk processes and user support.

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 2 years of experience in an IT help desk or technical support role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office Suite and other common business applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with IT ticketing systems (e.g., Jira Service Desk, Zendesk).
• Excellent problem-solving and analytical skills.
• Strong interpersonal and communication skills, with a patient and helpful demeanor.
• Ability to work independently and as part of a team.
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.

• Provide outstanding customer service and technical support through various communication channels (phone, email, chat).
• Respond to customer inquiries, troubleshoot issues, and provide effective solutions.
• Guide customers through product setup, usage, and troubleshooting steps.
• Diagnose and resolve technical problems related to software and hardware.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Contribute to the development of knowledge base articles and FAQs.
• Identify trends in customer issues and provide feedback for product improvement.
• Ensure a high level of customer satisfaction by delivering timely and efficient support.
• Adhere to company policies and procedures for customer service and data security.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Minimum of 2 years of experience in customer service or technical support roles.
• Proven ability to troubleshoot and resolve technical issues effectively.
• Excellent verbal and written communication skills, with a friendly and professional demeanor.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Patience and empathy when dealing with customer concerns.
• Basic understanding of computer hardware, software, and operating systems.
• Ability to adapt quickly to new products and technologies.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to our client's products and services.
• Guide customers through product features, functionalities, and usage.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Identify and escalate complex technical problems to the appropriate internal teams.
• Provide feedback to the product development team on customer issues and suggestions.
• Maintain a high level of customer satisfaction by delivering exceptional service.
• Stay updated on product knowledge and support procedures.
• Adhere to company policies and service level agreements.
• Contribute to team goals and foster a positive working environment.

• High school diploma or equivalent; a degree in a related field is a plus.
• Proven experience in customer service, preferably in a technical support role.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk systems.
• Ability to explain technical information clearly and concisely.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and manage time effectively.
• Reliable internet connection and a dedicated workspace (though physical presence is required at the Bungoma office).
• Previous experience with (mention a specific relevant technology/product area if applicable, e.g., software support, hardware troubleshooting) is an advantage.