<div> About the role: BURN is looking for an exceptional, efficient Customer Service Agent 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-Saturday  Rest days:          Sunday Shift Plan:      The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager. Duties and Responsibilities:<ul><li>Manage outbound and inbound calls phone calls.</li><li>For Outbound – Achieving the daily calls and verification target.</li><li>For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned targets, and CSAT Targets (Q.A Score)</li><li>Ensure 100% follow-up for all dropped/Abandoned calls, tickets&amp; and any other Escalations within 24hrs</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.</li><li>Attending All Pre-shifts, Weekly Performance reviews, Coaching, and Training Sessions</li><li>Adherence to call procedure and auto-fail parameters.</li><li>Identify and assess customers’ needs to achieve satisfaction.</li><li>Build sustainable relationships and trust with customer accounts through open and interactive communication.</li><li>Provide accurate, valid, and complete information by using the right methods/tools.</li><li>Meet personal/customer service team targets and all call handling quotas.</li><li>Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolution.</li><li>Keep records of customer interactions, process customer accounts, and file documents (Adherence to the proper CRM documentation process)</li><li>Follow communication procedures, guidelines, and policies.</li><li>Take the extra mile to engage customers.</li><li>Other Duties and Responsibilities:</li><li>Performs other responsibilities, as requested, or assigned by management.</li><li>Performs other miscellaneous duties, as requested, or assigned by management.</li></ul> Skills and Experience<ul><li style="margin-left:8px;">Excellent verbal communication and interpersonal skills</li><li style="margin-left:8px;">Fluent in English</li><li style="margin-left:8px;">Highly organized, punctual, and professional</li><li style="margin-left:8px;">Proactive attitude and takes initiative to problem solve.</li><li style="margin-left:8px;">Experience in customer-facing tasks (customer care, direct sales, relation management, etc)</li><li style="margin-left:8px;">Working knowledge &amp; experience in using MS Excel for data analysis and reporting.</li><li style="margin-left:8px;">Experience in leadership roles and/or organizing events.</li></ul>                                                  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).     </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 Agent

<div> About the role: BURN is looking for an exceptional, efficient Customer Service Agent 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-Saturday&nbsp; Rest days:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Sunday Shift Plan:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager. Duties and Responsibilities:<ul><li>Manage outbound and inbound calls phone calls.</li><li>For Outbound – Achieving the daily calls and verification target.</li><li>For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned targets, and CSAT Targets (Q.A Score)</li><li>Ensure 100% follow-up for all dropped/Abandoned calls, tickets&amp; and any other Escalations within 24hrs</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.</li><li>Attending All Pre-shifts, Weekly Performance reviews, Coaching, and Training Sessions</li><li>Adherence to call procedure and auto-fail parameters.</li><li>Identify and assess customers’ needs to achieve satisfaction.</li><li>Build sustainable relationships and trust with customer accounts through open and interactive communication.</li><li>Provide accurate, valid, and complete information by using the right methods/tools.</li><li>Meet personal/customer service team targets and all call handling quotas.</li><li>Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolution.</li><li>Keep records of customer interactions, process customer accounts, and file documents (Adherence to the proper CRM documentation process)</li><li>Follow communication procedures, guidelines, and policies.</li><li>Take the extra mile to engage customers.</li><li>Other Duties and Responsibilities:</li><li>Performs other responsibilities, as requested, or assigned by management.</li><li>Performs other miscellaneous duties, as requested, or assigned by management.</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 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). &nbsp; &nbsp; </div>

Customer Service Agent

About the Job

About the Company

BURN

Similar Jobs

Customer Service & Planning Representative

Customer Service & Planning Representative

Customer Support Specialist

Customer Support Specialist

Customer Service Representative

Customer Service Representative

Customer Support Coordinator

Customer Support Coordinator

Customer Services Coordinator

Customer Services Coordinator

Customer Service Representative

Customer Service Representative

Customer Service Representative

Customer Service Representative

Customer Services Coordinator

Customer Services Coordinator

Customer Coordinator

Customer Coordinator

Customer Service Manager

Customer Service Manager