Job Title: Customer Service Representative (No Experience Jobs)
Organisation: BURN Stoves
Duty Station: Kampala, Uganda
About US:
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 250,000 stoves per month and employs over 2,500 people, half of whom are women.
Job Summary: 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.
Key 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.
Qualifications, Skills and Experience:
- 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.
- 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.
NB: Qualified Female Candidates are encouraged to Apply. BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
How to Apply:
All suitably qualified and interested candidates should apply online at the link below.
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