Inbound Call Agent, English C2

• Handle customer inquiries via phone calls regarding account identification, subscription cancellations, and refund requests
• Gather necessary customer information and forward requests to the appropriate internal team for processing
• Communicate with customers in a calm, professional, and empathetic manner
• De-escalate challenging situations and address customer concerns professionally
• Follow established procedures to ensure requests are handled accurately and efficiently
• Proactively follow up on outstanding requests and ensure all necessary information is provided
• Independently locate relevant information to assist customers and handle inquiries effectively

• Excellent written and spoken English at a native or near-native level (C2)
• Clear, neutral speech and excellent verbal communication skills
• Previous experience in customer support
• Previous experience handling inbound customer calls
• Experience de-escalating difficult customer interactions and managing frustrated customers professionally
• Ability to remain calm, empathetic, and solution-oriented in challenging situations
• Proactive and responsible attitude
• Ability to follow established procedures and work independently
• Must be based in Nairobi or Mombasa, Kenya, or Accra or Kumasi, Ghana

• Fixed schedule: Monday–Friday, 1 PM–9 PM (UTC)
• Opportunity to cooperate fully remotely
• Inclusive international environment
• Compensation in USD
• Rewards for referring friends
• Balance between project workload and personal time
• Internal health policy
• Responsive leadership interested in your development and long-lasting cooperation
• Greenhouse conditions for self-development
• Culture built on trust, with no time-tracking requirements