Customer Service Representative

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.

Requirements

• 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.
  

• 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 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.
  
• 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.
  
• 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 manager.
  
• BURN Ambassador
  
• Always maintain integrity and be a positive ambassador for BURN
  
• Strive for continuous improvement for our services that we offer our customers.
  
• Maintain an open and receptive attitude when receiving feedback and suggestions.