Call Centre Representative - Kenya at BURN

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.

Duties and Responsibilities

• Manage outbound and inbound calls 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& 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 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. 
• 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. 

Other Duties and Responsibilities: 

• Performs other responsibilities, as requested, or assigned by management. 
• Performs other miscellaneous duties, as requested, or assigned by management. 

BURN Ambassador

• Always maintain 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.

Skills and Experience

• Excellent verbal communication and interpersonal skills
• 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 a leadership role and/or organizing events
• Knowledge of BURN products