Vacancies at BURN

About the role

• BURN is looking for an exceptional, efficient Aftersales Close Looping Agent to fill the role. The Aftersales Close Looping Agent will manage all Aftersales support activities.  The key role will be good customer service to all customers that require aftersales service, troubleshooting, resolving, and escalating all aftersales issues reported by the customers through the BURN customer touch points.

Duties and Responsibilities:
Product & Customer Experience 

• Maintaining a positive, empathetic, and professional attitude towards customers always. 
• High-level knowledge of all BURN products with the ability to address all questions asked by customers. 
• Acknowledging and resolving customer complaints within stipulated SLAs. 
• Communicating with customers through various channels and responding promptly to customer inquiries. 
• Analyze trends to create solutions to ensure customer service needs, business goals, and objectives are met or exceeded. 
• Follow up on customer issues to resolution by following the stipulated aftersales escalation process. 
• Assist in sales/after-sales requests placed by various customers and team members. 
• Be the lead in ensuring required stock levels are maintained at the service centre by conducting regular secret shoppers.  
• Ensure BURN service centres' standards of operation are adhered to through secret shoppers. 
• Conduct post-repair/post-swap dipstick calls to ensure customer satisfaction. 

Aftersales 

• Ensure all Aftersales issues are raised via a ticket and track records of customer interactions, comments, complaints, and aftersales issues. 
• Providing feedback to all customers about their queries and after-sales issues. 
• Troubleshoot all aftersales issues, resolve non-technical issues, and escalate to the aftersales product team any issue not resolved at the swap station/stock point/service centre level. 
• Work with a warranty to ensure all swap stock/repair parts are available in the service centre. 
• Generate all reports about after-sales tickets status, the reason for pending tickets and ticket ageing. 

Sales, Credit & Collection 

• Work closely with the Territory Sales Managers and Sales Team Leader to address aftersales issues.  
• Ensure 100% of aftersales issues reported during credit collection are addressed within 24 hours.  
• Lead aftersales campaign & OTG activities working with sales and credit collection team. 

KPIs  

• Swap / Repair SLA < 24 hours from the time of issues reporting.  
• Customer satisfaction Index> 4 on a 5-point scale.  
• Effort score targets >4 on a 5-point scale.  
• Pending service orders and customer units at the service centres>3 days from the time of issues reporting.  
• 100% Supporting the collection & credit team with issues related to defective products.  
• 100% Daily reporting of aftersales close looping call activities.  

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.
• Knowledge of PAYGO products

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About the role:

BURN is in a phase of significant growth and transformation, and we are looking for an experienced Factory Manager to manage the factories in Kenya. With our commitment to innovation, quality, and sustainability, the ideal candidate will be responsible for daily, production, safety, and quality targets. matrix e.g. global engineering reports to them.

Duties and Responsibilities

• Provide overall leadership, direction, and management to ensure the company’s manufacturing operations meet business goals.
• Liaise with the senior management team to set strategic goals, operational policies, and performance metrics.
• Foster a culture of continuous improvement and innovation within the organization.
• Oversee day-to-day operations, ensuring that manufacturing processes, quality standards, and production targets are met consistently.
• Plan and monitor daily business operations to ensure seamless progress and effective resource utilization.
• Drive the growth and development of key departments, including Production, Maintenance, Quality, Supply Chain, and Inventory.
• Ensure responsible use of resources and control expenses in line with budgetary constraints.
• Report on financial performance and other key business metrics every month or as the organisation requires.
• Develop and implement strategies for team activities to align with overall business goals.
• Set an example for the team regarding work ethic, manufacturing process expertise, and personal conduct.
• Ensure compliance with all organizational policies, procedures, and regulatory requirements.
• Interact and cooperate with all members of the organization, its suppliers, and customers to foster positive relationships and drive business success.
• Lead the integration of new products into stable operations, including project management, system updates, and resource planning.
• Oversee the effective use and management of the ERP system to support manufacturing operations and business decision-making.
• Develop material planning and forecasting strategies to ensure uninterrupted production and supply chain efficiency.
• Prepare and deliver reports on operational performance, project status, and strategic initiatives to senior management.

Skills and Experience

• Initiative – Must be a self-starter, ambitious and excited for the role.
• Curiosity – intrinsic interest in digging for + capable of connecting disparate pieces of information to build knowledge, come to insightful conclusions, and share interesting recommendations.
• Solid grasp of or proven interest in carbon/clean cooking
• Knowledge of or experience in business, sales, expansion, marketing, or business development
• Additional requirements to be built out in kick off meeting with previous managers.