Job Title: Customer Service Representative
Type: FULL TIME
Industry: Manufacturing
Category: Customer Service

Company: BURN

Deadline: Monday, May 13, 2024
Duty Station: Within Uganda, Kampala,

Summary:
BURN seeks a proficient Customer Service Representative to join their team. The ideal candidate should possess experience in customer-facing roles such as customer care, direct sales, or client relationship management.

Workdays: Monday-Saturday
Rest days: Sunday
Shift Plan: 7:00 am to 3:00 pm and 12:00 pm to 8:00 pm (as assigned by the manager)

Duties and Responsibilities:

• Manage outbound and inbound phone calls efficiently.
• Achieve daily calls and verification targets.
• Focus on converting non-users into active users in the Outbound Electric Queue.
• Achieve AHT Targets, SLA Target, Call Abandoned targets, and CSAT Targets.
• Ensure 100% follow-up for all dropped/Abandoned calls, tickets, and escalations within 24 hours.
• Handle customer issues in all digital platforms promptly.
• Attend Pre-shifts, Weekly Performance reviews, Coaching, and Training Sessions.
• Identify and assess customers’ needs to achieve satisfaction.
• Provide accurate information and meet call handling quotas.
• Handle customer complaints and provide appropriate solutions.
• Maintain records of customer interactions and process customer accounts.
• Follow communication procedures, guidelines, and policies.

Other Duties and Responsibilities:

• Perform additional responsibilities as requested by management.
• Act as a positive ambassador for BURN.
• Strive for continuous improvement in customer service.
• Maintain receptiveness to feedback and suggestions.

Skills and Experience:

• Excellent verbal communication and interpersonal skills.
• Fluent in English.
• Highly organized, punctual, and professional.
• Proactive attitude and problem-solving skills.
• Experience in customer-facing tasks.
• Working knowledge of MS Excel for data analysis and reporting.
• Experience in leadership roles and/or event organizing.

Education Requirement: No Requirements
Job Experience: No Requirements
Work Hours: 8 hours per day

Job application procedure:
Click Here to Apply