Customer Care Escalation Agent at

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 A Customer Care Escalation Agent to fill the role. The Aftersales Close Looping Agent will manage all Aftersales support activities.

The key role will be good customer service to all customers that require aftersales service, troubleshooting, resolving, and escalating all aftersales issues reported by the customers through the BURN customer touch points.


Duties and Responsibilities:
Product & Customer Experience

Maintaining a positive, empathetic, and professional attitude towards customers always.
High-level knowledge of all BURN products with the ability to address all questions asked by customers.
Acknowledging and resolving customer complaints within stipulated SLAs.
Communicating with customers through various channels and responding promptly to customer inquiries.
Analyze trends to create solutions to ensure customer service needs, business goals, and objectives are met or exceeded.
Follow up on customer issues to resolution by following the stipulated aftersales escalation process.
Assist in sales/after-sales requests placed by various customers and team members.

Be the lead in ensuring required stock levels are maintained at the service centre by conducting regular secret shoppers.

Ensure BURN service centres' standards of operation are adhered to through secret shoppers.
Conduct post-repair/post-swap dipstick calls to ensure customer satisfaction.

Aftersales

Ensure all Aftersales issues are raised via a ticket and track records of customer interactions, comments, complaints, and aftersales issues.

Providing feedback to all customers about their queries and after-sales issues.

Troubleshoot all aftersales issues, resolve non-technical issues, and escalate to the aftersales product team any issue not resolved at the swap station/stock point/service centre level.

Work with a warranty to ensure all swap stock/repair parts are available in the service centre.
Generate all reports about after-sales tickets status, the reason for pending tickets and ticket ageing.

Sales, Credit & Collection

Work closely with the Territory Sales Managers and Sales Team Leader to address aftersales issues.
Ensure 100% of aftersales issues reported during credit collection are addressed within 24 hours.
Lead aftersales campaign & OTG activities working with sales and credit collection team.

KPIs

Swap / Repair SLA < 24 hours from the time of issues reporting.
Customer satisfaction Index> 4 on a 5-point scale.
Effort score targets >4 on a 5-point scale.
Pending service orders and customer units at the service centres>3 days from the time of issues reporting.
100% Supporting the collection & credit team with issues related to defective products.
100% Daily reporting of aftersales close looping call activities.

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.
Knowledge of PAYGO products

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