Customer Service Representative at BURN

This website uses cookies to ensure you get the best experience on our website. Learn More We have started building our professional LinkedIn page. Follow 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. Workdays: Monday – Friday from 08:00 – 17:00 (subject to revision as we scale) Saturday = half day (09:00 – 13:00) Rest days: Sunday and one-half day between Monday and Saturday Attend to Customer Service Cases using an SMS-based platform and/or customer care phone line: Help customers register products. Help customers with warranty returns and repairs- sending repair information and directions, and liaising with service stations to ensure a proper repair. Answer customer queries and direct them to the proper channels. Attend to customer inbox messages, calls, social media, and live chat and respond accordingly. Conduct phone call interviews, and surveys, and capture data. Work with the repair coordinator to facilitate warranty repair and walk-in customers. Maintain Customer Database & SMS platform. Data entry and organization/cleaning Conduct basic analysis of customer care statistics and create simple reports. Translate messaging and responses. Set up and modify automated messaging of the SMS platform. Complete repair service orders in ERP Support other departments regarding customer info and service. Identify areas for improvement and bring issues to the team’s attention as well as help to follow through with solution implementation. Help set up new functionality in the SMS platform. Always maintain the 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. Diploma in marketing or related field At least 2 years’ experience in customer service / customer-facing tasks (customer care, direct sales, relation management, etc) Excellent verbal communication and people skills Highly organized, punctual, and professional Proactive attitude and takes initiative to problem solve. Proven track record of driving customer acquisition, engagement, and retention in a fast-paced, dynamic environment. Knowledge of Customer Relationship Management (CRM) systems that support customer engagement and best practices for customer data management will be advantageous. Experience with performing market research activities e.g., surveys and feasibility studies Ability to work collaboratively with team members across different functional areas and geographies. Flexibility and adaptability to navigate changes in priorities or direction as needed in a dynamic organization. Passion for delivering exceptional customer experiences and driving business growth. Fluency in English, Nyanja, bemba and other local languages will be an added advantage.