<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 relationship management. Duties and Responsibilities <ul><li>Manage outbound and inbound 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; 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; 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>The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. </li><li>To ensure daily Business KPIs are met without Fail. </li><li>Address and Communicate all Issues that might Impact the above proactively. </li></ul>Other Duties and Responsibilities: <ul><li>Performs other responsibilities, as requested, or assigned by management. </li><li>Performs other miscellaneous duties, as requested, or assigned by management. </li></ul>BURN Ambassador<ul><li>Always maintain integrity and be a positive ambassador for BURN</li><li>Strive for continuous improvement in the 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>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 a leadership role and/or organizing events</li><li>Knowledge of BURN products</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 relationship management. Duties and Responsibilities <ul><li>Manage outbound and inbound phone calls.&nbsp;</li><li>For Outbound – Achieving the daily calls and verification target.&nbsp;</li><li>For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned targets 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.</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.&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>Provide accurate, valid, and complete information by using the right methods/tools.&nbsp;</li><li>Meet personal/customer service team targets and 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>The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.&nbsp;</li><li>To ensure daily Business KPIs are met without Fail.&nbsp;</li><li>Address and Communicate all Issues that might Impact the above proactively.&nbsp;</li></ul>Other Duties and Responsibilities:&nbsp;<ul><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 in the 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>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 a leadership role and/or organizing events</li><li>Knowledge of BURN products</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). </div>

Customer Service Representative

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BURN

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