Customer Service Agent at BURN

Burn Manufacturing View all jobs

  • Kenya
  • Permanent
  • Full-time
  • 2 months ago
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…Customer Service AgentObjective:
  • 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
  • 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.
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