<div> 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.   Workdays:         Monday-Sunday with scheduled off days Shift Plan:      8hrs shift as assigned by the manager. Duties and Responsibilities:<ul><li>Manage outbound and inbound phone calls.</li><li>For Outbound – Achieving the daily calls and verification target.</li><li>For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned targets, and CSAT Targets (Q.A Score)</li><li>Ensure 100% follow-up for all dropped/abandoned calls, tickets&amp; and any other Escalations within 24hrs</li><li>For Digital Care – Observing SLAs for handling all customer Issues in all digital platforms Customer should receive feedback within a maximum of 25 minutes of escalation.</li><li>Attending All Pre-shifts, Weekly Performance reviews, Coaching, and Training Sessions</li><li>Adherence to call procedure and auto-fail parameters.</li><li>Identify and assess customers’ needs to achieve satisfaction.</li><li>Build sustainable relationships and trust with customer accounts through open and interactive communication.</li><li>Provide accurate, valid, and complete information by using the right methods/tools.</li><li>Meet personal/customer service team targets and all call handling quotas.</li><li>Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.</li><li>Keep records of customer interactions, process customer accounts, and file documents (Adherence to the proper CRM documentation process)</li><li>Follow communication procedures, guidelines, and policies.</li><li>Take the extra mile to engage customers.</li><li>Other Duties and Responsibilities:</li><li>Performs other responsibilities, as requested or assigned by management.</li><li>Performs other miscellaneous duties, as requested or assigned by management.</li></ul> Skills and Experience<ul><li style="margin-left:8px;">Excellent verbal communication and interpersonal skills</li><li style="margin-left:8px;">Fluent in English, Swahili, Lingala </li><li style="margin-left:8px;">Highly organised, punctual, and professional</li><li style="margin-left:8px;">Proactive attitude and takes initiative to problem solve.</li><li style="margin-left:8px;">Experience in customer-facing tasks (customer care, direct sales, relationship management, etc)</li><li style="margin-left:8px;">Working knowledge &amp; experience in using MS Excel for data analysis and reporting.</li><li style="margin-left:8px;">Experience in leadership roles and/or organising events.</li></ul>                                                  Qualified Female Candidates are 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).     </div>

BURN is working to create a world where cooking positively impacts all life on earth by producing the world&rsquo;s most efficient biomass, liquid fuel, and electric cookstoves. BURN is the largest vertically integrated modern cookstove company in the world, providing world-class R&amp;D, manufacturing, and carbon offset projects from our HQ in Kenya and across 10 countries in Africa. Our team &ndash; half of whom are women &ndash; produces and sells over 200,000 stoves per month at our solar-powered facility in Kenya. The company was founded by CEO Peter Scott, who is recognised as the global leader in cookstove commercialisation. BURN has received recognition for its cutting-edge innovation and environmental &amp; social impact from, among others Bloomberg New Energy Finance Award, Global Leap Awards, and Ashden International. BURN is an equal-opportunity employer that is committed to creating the best workplace in the world. Visit BURN/careers if you would like to be part of a world-class team that is committed to making positive, measurable change for people, forests, and the climate.

Customer Service Representative

<div> 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.&nbsp;&nbsp; Workdays:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Monday-Sunday with scheduled off days Shift Plan:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 8hrs shift as assigned by the manager. Duties and Responsibilities:<ul><li>Manage outbound and inbound phone calls.</li><li>For Outbound – Achieving the daily calls and verification target.</li><li>For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned targets, and CSAT Targets (Q.A Score)</li><li>Ensure 100% follow-up for all dropped/abandoned calls, tickets&amp; and any other Escalations within 24hrs</li><li>For Digital Care – Observing SLAs for handling all customer Issues in all digital platforms Customer should receive feedback within a maximum of 25 minutes of escalation.</li><li>Attending All Pre-shifts, Weekly Performance reviews, Coaching, and Training Sessions</li><li>Adherence to call procedure and auto-fail parameters.</li><li>Identify and assess customers’ needs to achieve satisfaction.</li><li>Build sustainable relationships and trust with customer accounts through open and interactive communication.</li><li>Provide accurate, valid, and complete information by using the right methods/tools.</li><li>Meet personal/customer service team targets and all call handling quotas.</li><li>Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.</li><li>Keep records of customer interactions, process customer accounts, and file documents (Adherence to the proper CRM documentation process)</li><li>Follow communication procedures, guidelines, and policies.</li><li>Take the extra mile to engage customers.</li><li>Other Duties and Responsibilities:</li><li>Performs other responsibilities, as requested or assigned by management.</li><li>Performs other miscellaneous duties, as requested or assigned by management.</li></ul> Skills and Experience<ul><li>Excellent verbal communication and interpersonal skills</li><li>Fluent in English, Swahili, Lingala&nbsp;</li><li>Highly organised, punctual, and professional</li><li>Proactive attitude and takes initiative to problem solve.</li><li>Experience in customer-facing tasks (customer care, direct sales, relationship management, etc)</li><li>Working knowledge &amp; experience in using MS Excel for data analysis and reporting.</li><li>Experience in leadership roles and/or organising events.</li></ul> &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Qualified Female Candidates are 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). &nbsp; &nbsp; </div>

Customer Service Representative

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BURN

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