<div> About the role 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.   Workdays:         Monday-Sunday with scheduled off days Shift Plan:      The shifts will run from 7.00am to 3.00pm and 12.00pm to 8.00pm as assigned by manager. Job Description: 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 <ul><li style="margin-left:8px;">Manage outbound and inbound calls phone calls. </li><li style="margin-left:8px;">For Outbound – Achieving the daily calls and verification target. </li><li style="margin-left:8px;">Proficiency in debt collection and/or Pay-go processes</li><li style="margin-left:8px;">For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned target and CSAT Targets (Q.A Score) </li><li style="margin-left:8px;">Ensure 100% follow up for all dropped/Abandoned calls, tickets&amp; any other Escalations within 24hrs </li><li style="margin-left:8px;">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. </li><li style="margin-left:8px;">Attending All Pre-shifts, Weekly Performance reviews, Coaching and Training Sessions </li><li style="margin-left:8px;">Adherence to call procedure and auto fail parameters to ensure accurate, valid, and complete information by using the right methods/tools. </li><li style="margin-left:8px;">Identify and assess customers’ needs to achieve satisfaction. </li><li style="margin-left:8px;">Build sustainable relationships and trust with customer accounts through open and interactive communication. </li><li style="margin-left:8px;">Meet personal/customer service team targets and in all call handling quotas. </li><li style="margin-left:8px;">Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. </li><li style="margin-left:8px;">Keep records of customer interactions, process customer accounts and file documents (Adherence to the proper CRM documentation process) </li><li style="margin-left:8px;">Follow communication procedures, guidelines, and policies. </li><li style="margin-left:8px;">Take the extra mile to engage customers. </li><li style="margin-left:8px;">Performs other responsibilities, as requested, or assigned by management. </li><li style="margin-left:8px;">Performs other miscellaneous duties, as requested, or assigned by management. </li></ul> BURN Ambassador<ul><li style="margin-left:8px;">Always maintain integrity and be a positive ambassador for BURN</li><li style="margin-left:8px;">Strive for continuous improvement for our services that we offer our customers.</li><li style="margin-left:8px;">Maintain an open and receptive attitude when receiving feedback and suggestions.</li></ul> Skills and Experience<ul><li style="margin-bottom:30px;margin-left:32px;">Excellent verbal communication and interpersonal skills</li><li style="margin-bottom:30px;margin-left:32px;">Fluent in English</li><li style="margin-bottom:30px;margin-left:32px;">Highly organized, punctual, and professional</li><li style="margin-bottom:30px;margin-left:32px;">Proactive attitude and takes initiative to problem solve.</li><li style="margin-bottom:30px;margin-left:32px;">Experience in customer-facing tasks (customer care, direct sales, relation management, etc)</li><li style="margin-bottom:30px;margin-left:32px;">Working knowledge &amp; experience in using MS Excel for data analysis and reporting.</li><li style="margin-bottom:30px;margin-left:32px;">Experience in leadership roles and/or organizing events.</li></ul>                                                  Qualified Female Candidates 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).     </div>

BURN is working to create a world where cooking positively impacts all life on earth by producing the world&rsquo;s most efficient biomass, liquid fuel, and electric cookstoves. BURN is the largest vertically integrated modern cookstove company in the world, providing world-class R&amp;D, manufacturing, and carbon offset projects from our HQ in Kenya and across 10 countries in Africa. Our team &ndash; half of whom are women &ndash; produces and sells over 200,000 stoves per month at our solar-powered facility in Kenya. The company was founded by CEO Peter Scott, who is recognised as the global leader in cookstove commercialisation. BURN has received recognition for its cutting-edge innovation and environmental &amp; social impact from, among others Bloomberg New Energy Finance Award, Global Leap Awards, and Ashden International. BURN is an equal-opportunity employer that is committed to creating the best workplace in the world. Visit BURN/careers if you would like to be part of a world-class team that is committed to making positive, measurable change for people, forests, and the climate.

Customer Service Representative

<div> About the role 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.&nbsp;&nbsp; Workdays:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Monday-Sunday with scheduled off days Shift Plan:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; The shifts will run from 7.00am to 3.00pm and 12.00pm to 8.00pm as assigned by manager. Job Description: Objective: The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.&nbsp; To ensure daily Business KPIs are met without Fail.&nbsp; Address and Communicate all Issues that might Impact the above proactively.&nbsp; Duties and Responsibilities <ul><li>Manage outbound and inbound calls phone calls.&nbsp;</li><li>For Outbound – Achieving the daily calls and verification target.&nbsp;</li><li>Proficiency in debt collection and/or Pay-go processes</li><li>For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned target and CSAT Targets (Q.A Score)&nbsp;</li><li>Ensure 100% follow up for all dropped/Abandoned calls, tickets&amp; any other Escalations within 24hrs&nbsp;</li><li>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.&nbsp;</li><li>Attending All Pre-shifts, Weekly Performance reviews, Coaching and Training Sessions&nbsp;</li><li>Adherence to call procedure and auto fail parameters to ensure accurate, valid, and complete information by using the right methods/tools.&nbsp;</li><li>Identify and assess customers’ needs to achieve satisfaction.&nbsp;</li><li>Build sustainable relationships and trust with customer accounts through open and interactive communication.&nbsp;</li><li>Meet personal/customer service team targets and in all call handling quotas.&nbsp;</li><li>Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.&nbsp;</li><li>Keep records of customer interactions, process customer accounts and file documents (Adherence to the proper CRM documentation process)&nbsp;</li><li>Follow communication procedures, guidelines, and policies.&nbsp;</li><li>Take the extra mile to engage customers.&nbsp;</li><li>Performs other responsibilities, as requested, or assigned by management.&nbsp;</li><li>Performs other miscellaneous duties, as requested, or assigned by management.&nbsp;</li></ul> BURN Ambassador<ul><li>Always maintain integrity and be a positive ambassador for BURN</li><li>Strive for continuous improvement for our services that we offer our customers.</li><li>Maintain an open and receptive attitude when receiving feedback and suggestions.</li></ul> Skills and Experience<ul><li>Excellent verbal communication and interpersonal skills</li><li>Fluent in English</li><li>Highly organized, punctual, and professional</li><li>Proactive attitude and takes initiative to problem solve.</li><li>Experience in customer-facing tasks (customer care, direct sales, relation management, etc)</li><li>Working knowledge &amp; experience in using MS Excel for data analysis and reporting.</li><li>Experience in leadership roles and/or organizing events.</li></ul> &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Qualified Female Candidates 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). &nbsp; &nbsp; </div>

Customer Service Representative

About the Job

About the Company

BURN

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