Job description

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.
Workdays:         Monday-Sunday with scheduled off days
Shift Plan:      The shifts will run from 7.00am to 3.00pm and 12.00pm to 8.00pm as assigned by manager.
Job Description:
Objective:
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
To ensure daily Business KPIs are met without Fail.
Address and Communicate all Issues that might Impact the above proactively.

Duties and Responsibilities

Manage outbound and inbound calls phone calls.
For Outbound – Achieving the daily calls and verification target.
Proficiency in debt collection and/or Pay-go processes
For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned target and CSAT Targets (Q.A Score)
Ensure 100% follow up for all dropped/Abandoned calls, tickets& any other Escalations within 24hrs
For Digital Care – Observing SLAs for handling all customer Issues in all digital platforms Customer should receive feedback at a maximum of 25min Post escalation.
Attending All Pre-shifts, Weekly Performance reviews, Coaching and Training Sessions
Adherence to call procedure and auto fail parameters to ensure accurate, valid, and complete information by using the right methods/tools.
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Meet personal/customer service team targets and in all call handling quotas.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Keep records of customer interactions, process customer accounts and file documents (Adherence to the proper CRM documentation process)
Follow communication procedures, guidelines, and policies.
Take the extra mile to engage customers.
Performs other responsibilities, as requested, or assigned by management.
Performs other miscellaneous duties, as requested, or assigned by management.

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
Fluent in English
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 roles and/or organizing events.

Qualified Female Candidates encouraged to Apply

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).

Required profile