Customer Care Representative (Split Shift) Job at BURN… See details on how to apply for the opportunities available at BURN.
Description:
BURN is now the only vertically integrated modern cookstove company in Sub-Saharan Africa. BURN designs manufacture and distribute aspirational fuel-efficient cooking products that save lives and forests in the developing world.
Responsibilities:
- 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, liaising with service stations to ensure a proper repair.
- Answer customer queries and direct them to proper channels.
- Follow-up with customers to ensure product satisfaction and address any confusion with use.
- Attend to customer inbox messages, calls, social media, live chat and respond accordingly.
- Conduct phone call interviews, surveys and capture data.
- Work with repair coordinator to facilitate warranty repair and walk-in customers.
Maintain Customer Database & SMS platform:
- Data entry and organization/cleaning.
- Conduct basic analysis on customer care statistics and create simple reports.
- Translate messaging and responses.
- Set up and modify automated messaging of SMS platform.
- Complete repair service orders in ERP.
Support & System Improvements:
- Support other departments regarding customers’ info and service.
- Identify areas for improvement and bring issues to the team’s attention as well as helping to follow through with solution implementation.
- Help set up new functionality in the SMS platform.
Qualifications:
- Prior experience as a customer care representative.
- Certificate from a renowned institution.
- 1-3 years of experience in customer care or related field.
- Experience in leadership roles and/or organizing events.
- Experience in customer-facing tasks (customer care, direct sales, relation management, etc).
- Working knowledge & experience in using Ms. Excel for data analysis and reporting.
How to Apply
Interested and suitable applicants should CLICK HERE to apply.
Application Deadline: 30th November 2021.
