About the role Burn is looking for an exceptional, efficient Call Centre 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. Duties and Responsibilities
- Manage outbound and inbound calls 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. eEfBH6X BIpnb
- 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).