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Customer Service Representative - Ghana (3 month contract)

BURN MANUFACTURING · Accra, Ghana · Onsite

  • Professional
  • Oficina en Accra
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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& 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. 
  • 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; 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. 
  • 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. 
Other Duties and Responsibilities: 
  • 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 in the 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 a leadership role and/or organizing events
  • Knowledge of BURN products

                                                 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).