Customer Service Representative - Zambia

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:

• Manage outbound and inbound 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& and any other Escalations within 24 hours
• 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; and 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.
• Other Duties and Responsibilities:
• Performs other responsibilities, as requested, or assigned by management.
• Performs other miscellaneous duties, as requested, or assigned by management.

Skills and Experience

• Excellent verbal communication and interpersonal skills
• Fluent in English and a common language
• Highly organised, punctual, and professional
• Proactive attitude and takes initiative to problem solve.
• Experience in customer-facing tasks (customer care, direct sales, relationship management, etc)
• Working knowledge & experience in using MS Excel for data analysis and reporting.
• Experience in leadership roles and/or organizing events.