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Customer Service Agent - DRC at BURN

Note: Never pay for any Interviews, CBT, test or assessment as part of any recruitment process. When in doubt, contact us

About company

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.

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.
Skills and Experience
1.Excellent verbal communication and interpersonal skills 2.Fluent in English and French 3.Highly organized, punctual, and professional 4.Proactive attitude and takes initiative to problem solve. 5.Experience in customer-facing tasks (customer care, direct sales, relationship management, etc) 6.Working knowledge & experience in using MS Excel for data analysis and reporting.
how to apply

Method of Application Interested and qualified? Go to BURN on burnmanufacturing.applytojob.com to apply