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Call Centre Representative

1 month ago

Nairobi, Nairobi Area, Kenya BURN Manufacturing Full time
BURN designs, manufactures, and distributes aspirational fuel-efficient cooking products that save lives and forests in the developing world.

BURN has revolutionized the global cookstove sector by proving the business case for selling a high quality, locally manufactured and unsubsidized cookstoves.

About the role
Burn is looking for an exceptional, efficient Customer Service Agent to fill the role.

The successful candidate must have experience in customer-facing tasks such as customer care, direct sales and or client relation management.

Duties and Responsibilities

Manage outbound and inbound calls phone calls.
For Outbound – Achieving the daily calls and verification target.
For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned targets and CSAT Targets (Q.A Score)
Ensure 100% follow-up for all dropped/Abandoned calls, tickets& any other Escalations within 24hrs.

For Digital Care – Observing SLAs for handling all customer Issues in all digital platforms Customer should receive feedback at a maximum of 25min Post escalation.

Attending All Pre-shifts, Weekly Performance reviews, Coaching and Training Sessions
Adherence to call procedure and auto-fail parameters.
Identify and assess customers' needs to achieve satisfaction.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Provide accurate, valid, and complete information by using the right methods/tools.
Meet personal/customer service team targets and all call handling quotas.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Keep records of customer interactions, process customer accounts and file documents (Adherence to the proper CRM documentation process)
Follow communication procedures, guidelines, and policies.
Take the extra mile to engage customers.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
To ensure daily Business KPIs are met without Fail.
Address and Communicate all Issues that might Impact the above proactively.

Other Duties and Responsibilities:
Performs other responsibilities, as requested, or assigned by management.
Performs other miscellaneous duties, as requested, or assigned by management.

BURN Ambassador

Always maintain integrity and be a positive ambassador for BURN
Strive for continuous improvement in the services that we offer our customers.
Maintain an open and receptive attitude when receiving feedback and suggestions.

Skills and Experience

Excellent verbal communication and interpersonal skills
Highly organized, punctual, and professional
Proactive attitude and takes initiative to problem-solve.
Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
Working knowledge & experience in using Ms. Excel for data analysis and reporting.
Experience in a leadership role and/or organizing events
Knowledge of BURN products

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