About the role<\/p>\n
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. You will be responsible for handling all customer queries and surveys.
\nWorkdays:\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Monday \u2013 Friday from 08:00 \u2013 17:00 (subject to revision as we scale)
\n\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Saturday = half day (09:00 \u2013 13:00)
\nRest days:\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Sunday and one-half day between Monday and Saturday
\nRoles and Responsibilities:\u00a0
\nAttend to Customer Service Cases using an SMS-based platform and\/or customer care phone line:<\/p>\n
Help customers register products.
\nHelp customers with warranty returns and repairs- sending repair information and directions, and liaising with service stations to ensure a proper repair.
\nAnswer customer queries and direct them to the proper channels.
\nFollow up with customers to ensure product satisfaction and address any confusion with use.
\nAttend to customer inbox messages, calls, social media, and live chat and respond accordingly.
\nConduct phone call interviews, and surveys, and capture data.
\nWork with the repair coordinator to facilitate warranty repair and walk-in customers.<\/p>\n
Maintain Customer Database & SMS platform.<\/p>\n
Data entry and organization\/cleaning
\nConduct basic analysis of customer care statistics and create simple reports.
\nTranslate messaging and responses.
\nSet up and modify automated messaging of the SMS platform.
\nComplete repair service orders in ERP<\/p>\n
Support & System Improvements<\/p>\n
Support other departments regarding customer info and service.
\nIdentify areas for improvement and bring issues to the team\u2019s attention as well as help to follow through with solution implementation.
\nHelp set up new functionality in the SMS platform.<\/p>\n
BURN Ambassador<\/p>\n
Always maintain the integrity and be a positive ambassador for BURN
\nStrive for continuous improvement in the services that we offer our customers.
\nMaintain an open and receptive attitude when receiving feedback and suggestions.<\/p>\n
Skills & Competencies<\/p>\n
A person of high integrity
\nDiploma in marketing or related field
\nAt least 2 years\u2019 experience in customer service \/ customer-facing tasks (customer care, direct sales, relation management, etc)
\nExcellent verbal\u00a0communication\u00a0and people skills
\nHighly organized, punctual, and professional
\nKnowledge of BURN products
\nProactive attitude and takes initiative to problem solve.
\nProven track record of\u00a0driving\u00a0customer acquisition, engagement, and retention in a fast-paced, dynamic environment.
\nKnowledge of Customer Relationship Management (CRM) systems that support customer engagement and best practices for customer data management will be advantageous.
\nExperience with performing market research activities e.g., surveys and feasibility studies
\nAbility to work collaboratively with team members across different functional areas and geographies.
\nFlexibility and adaptability to navigate changes in priorities or direction as needed in a dynamic organization.
\nPassion for delivering exceptional customer experiences and driving business growth.
\nFluency in English, Nyanja, bemba and other local languages will be an added advantage.<\/p>\n
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