Customer Service Representative - Ghana (3 month contract)

Burn Manufacturing View all jobs

  • Kumasi, Ashanti Region
  • Permanent
  • Full-time
  • 3 days ago
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& 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
Qualified Female Candidates encouraged to ApplyBURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).

Burn Manufacturing