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.Since 2013, BURN has sold 200,000+ high quality, locally manu...
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Customer Service Agent - DRC
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience
- LocationKiambu
- Job FieldCustomer Care 
Objective:
- 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.
Duties and Responsibilities:
- Manage outbound and inbound 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& and any other Escalations within 24 hours
- For Digital Care – Observing SLAs for handling all customer Issues in all digital platforms Customer should receive feedback at a maximum of 25min Post 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; and 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.
- Other Duties and Responsibilities:
- Performs other responsibilities, as requested, or assigned by management.
- Performs other miscellaneous duties, as requested, or assigned by management.
Skills and Experience
- Excellent verbal communication and interpersonal skills
- Fluent in English and French
- Highly organized, punctual, and professional
- Proactive attitude and takes initiative to problem solve.
- Experience in customer-facing tasks (customer care, direct sales, relationship management, etc)
- Working knowledge & experience in using MS Excel for data analysis and reporting.
- Experience in leadership roles and/or organizing events.
Method of Application Interested and qualified? Go to BURN on burnmanufacturing.applytojob.com to apply
