Burn – Customer Care Representative (Split Shift).

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Customer Care Representative Split Shift
Closing: Tue, 30 Nov 2021
Location: Ruiru

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 relation management. You will be responsible for handling all customer queries between 7am to 12noon then take a break, resume from 5pm to 8pm on Weekdays. 8am – 1pm on Saturdays.

Duties and Responsibilities:

  • Attend to Customer Service Cases using an SMS-based platform and/or customer care phone line:
  • Help customers register product.
  • Help customers with warranty returns and repairs- sending repair information and directions, liaising with service stations to ensure proper repair.
  • Answer customer queries and directing 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 interview, 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 SMS platform.

BURN Ambassador:

  • Always maintain integrity and be a positive ambassador for BURN.
  • Strive for continuous improvement for our 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 leadership role and/or organizing events.
  • Knowledge of BURN products.

Requirement & Qualifications.

  • Prior experience as a customer care representative.
  • Certificate from a renowned institution.
  • 1-3 years of experience in customer care or related field.

How To Apply





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