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 callsFor Outbound – Achieving the daily calls and verification targetFor 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 hoursFor Digital Care – Observing SLAs for handling all customer Issues in all digital platforms Customer should receive feedback at a maximum of 25min post-escalationAttending All Pre-shifts, Weekly Performance reviews, Coaching, and Training SessionsAdherence to call procedure and auto-fail parametersIdentify and assess customers’ needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid, and complete information by using the right methods/toolsMeet personal/customer service team targets and all call handling quotasHandle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolutionKeep records of customer interactions, process customer accounts, and file documents (Adherence to the proper CRM documentation process)Follow communication procedures, guidelines, and policiesTake the extra mile to engage customersOther Duties and Responsibilities:
Performs other responsibilities, as requested, or assigned by managementPerforms other miscellaneous duties, as requested, or assigned by managementSkills And ExperienceExcellent verbal communication and interpersonal skillsFluent in English and a common languageHighly organised, punctual, and professionalProactive attitude and takes initiative to problem solveExperience in customer-facing tasks (customer care, direct sales, relationship management, etc)Working knowledge & experience in using MS Excel for data analysis and reportingExperience in leadership roles and/or organising eventsQualified Female Candidates are encouraged to ApplyBURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
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