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-Saturday

Rest days: Sunday

Shift Plan: The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager.

Duties and Responsibilities:

• Manage outbound and inbound calls phone calls.
• For Outbound – Achieving the daily calls and verification target.
• In the Outbound Electric Queue, the focus lies on reaching out to locked customers, presenting payment options, and converting non-users into active users
• 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 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.

Other Duties and Responsibilities:

• Performs other responsibilities, as requested, or assigned by management.
• Performs other miscellaneous duties, as requested, or assigned by management.
• Any other duty as assigned by the manager

BURN Ambassador

• Always maintain the 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
• 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