Customer Service Representative - DRC at Burnmanufacturing

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About The Role

INBOUND CALL MANAGEMENT: The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. Responsibilities: Manage inbound and outbound calls. For Outbound – Achieving the daily calls and verification target. 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. 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) Take the extra mile to engage customers. 2. SOCIAL MEDIA & DIGITAL CARE: The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. Responsibilities: Social Media & Digital Care: Monitor, manage and respond to customer inquiries, comments & complaints across all social media & digital platforms related to Products & Services. Ensure adherence to SLAs, providing customer feedback within 25 minutes post-escalation. E-commerce & Digital Transactions Support: Assist customers with online orders, payments, activations, delivery tracking & post-sale support. Customer Support Handle inbound calls related to products. Achieve AHT Targets, SLA Target, Call Abandoned target and CSAT Targets (Q.A Score) Handle customer complaints within agreed timelines, provide appropriate solutions, and follow up to ensure full resolution. 3. OUTBOUND CALL MANAGEMEN: The Outbound Agent is primarily responsible for the verification and validation of Biomass Products & ensure excellent service standards, to ensure daily Business KPIs are met without Fail. Address and Communicate all Issues that might Impact the above proactively. Responsibilities: Verification & Asset Validation Execute outbound calls to verify Biomass products & achieve the daily calls and verification target. Perform no mismatches on Serial Stove Nos by cross-referencing customer verbal reports with system data and escalating where there are anomalies. Campaign Execution & Compliance Manage assigned project queues with a focus on completion rates. Achieve daily targets for “Verification” rather than just total call volume. Quality & Process Improvement Maintain a minimum Quality Assurance (QA) scores, focusing on the accuracy of the verification checklist. Service Quality, Process Adherence & Documentation Attending All Pre-shifts, Weekly Performance reviews, Coaching and Training Sessions Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. 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).