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Customer Service Representative job at BURN | Apply Now
Are you looking for Public Relations Jobs in Uganda 2024? If yes, then you might be interested in Customer Service Representative job at BURN
Kampala, Uganda
Full-time
Deadline:
May 13, 2024 at 2:00:00 PM
About the Organisation
In 1990, Peter Scott was traveling through Zaire (present day DRC) when he witnessed the deforestation caused by the production of charcoal for household cooking. At that time, he dedicated his life to saving the forests of sub-Saharan Africa by designing and building fuel-efficient stoves.
In 2010, after spending 13 years as a cookstove consultant in Central America and Sub-Saharan Africa, Peter started Burn Design Lab and BURN Manufacturing Co. on Vashon Island, Washington. On a shoestring budget, BURN has assembled a team of world-class designers and engineers who are equally committed to designing the most fuel-efficient cookers in the world.
In 2014, BURN launched its first full manufacturing facility in Kenya - the first and only of its kind. BURN is now the only vertically integrated modern cookstove company in sub-Saharan Africa. The solar-powered facility currently has a capacity of 400,000 stoves per month and employs over 2,500 people, half of whom are women.
Job Title
Customer Service Representative job at BURN
Job Description
BURN is looking for an exceptional, efficient Customer Service Representative 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.
In the Outbound Electric Queue, the focus lies on reaching out to locked customers, presenting payment options, and converting non-users into active users.
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 in 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.
Other Duties and Responsibilities:
Performs other responsibilities, as requested, or assigned by management.
Performs other miscellaneous duties, as requested, or assigned by management.
Any other duty as assigned by the manager.
BURN Ambassador
Always maintain the 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.
Qualifications and Competencies
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, relation management, etc)
Working knowledge & experience in using MS Excel for data analysis and reporting.
Experience in leadership roles and/or organizing events.
How to Apply
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
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