Customer Service Representative - Zambia at BURN MANUFACTURING

Lusaka, Lusaka Province, Zambia -

Full Time

Start Date

Immediate

Expiry Date

06 Jun, 26

Salary

0.0

Posted On

08 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Care, Direct Sales, Client Relationship Management, Call Management, AHT Targets, SLA Targets, CSAT Targets, Escalation Handling, Digital Care, Coaching, Training, Communication, Problem Solving, CRM Documentation, Data Analysis, Reporting

Industry

Environmental Services

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 relationship management. Duties and Responsibilities: Manage outbound and inbound phone calls. For Outbound – Achieving the daily calls and verification target. For 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 hours 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. Identify and assess customers’ needs to achieve satisfaction. Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid, and complete information by using the right methods/tools. Meet personal/customer service team targets and all call handling quotas. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and 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. Other Duties and Responsibilities: Performs other responsibilities, as requested, or assigned by management. Performs other miscellaneous duties, as requested, or assigned by management. Skills and Experience Excellent verbal communication and interpersonal skills Fluent in English and a common local language Highly organised, punctual, and professional Proactive attitude and takes initiative to problem solve. Experience in customer-facing tasks (customer care, direct sales, relationship management, etc) Working knowledge & experience in using MS Excel for data analysis and reporting. Experience in leadership roles and/or organising events. 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).

Responsibilities

The representative will manage outbound and inbound phone calls, focusing on achieving daily call verification targets, AHT, SLA, and CSAT targets for inbound interactions. Key duties include ensuring 100% follow-up on dropped calls and escalations within 24 hours and adhering strictly to call procedures.