Customer Care Representative (Split Shift) at BURN

BURN designs, manufactures, and distributes aspirational fuel-efficient cooking products that save lives and forests in the developing world. BURN has revolutionized the global cookstove sector by proving the business case for selling a high quality, locally manufactured and unsubsidized cookstoves. Since 2013, BURN has sold 200,000+ high quality, locally manufactured and unsubsidized jikokoas â„¢ stoves in East Africa. These stoves have helped 1,000,000+ beneficiaries save $39 million in fuel expenditures and 626,221 tons of wood while reducing indoor air pollution by 65%. BURN currently sells ~10,000 stoves per month and intend to double sales by the end of 2017.

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 relation management. You will be responsible for handling all customer queries between 7am to 12noon then take a break, resume from 5pm to 8pm on Weekdays. 8am – 1pm on Saturdays.

Duties and Responsibilities:

• Attend to Customer Service Cases using an SMS-based platform and/or customer care phone line:


• Help customers register product.


• Help customers with warranty returns and repairs- sending repair information and directions, liaising with service stations to ensure proper repair.


• Answer customer queries and directing them to proper channels.


• Follow-up with customers to ensure product satisfaction and address any confusion with use.


• Attend to customer inbox messages, calls, social media, live chat and respond accordingly.


• Conduct phone call interview, surveys and capture data.


• Work with repair coordinator to facilitate warranty repair and walk-in customers.

Maintain Customer Database & SMS platform:

• Data entry and organization/cleaning.


• Conduct basic analysis on customer care statistics and create simple reports.


• Translate messaging and responses.


• Set up and modify automated messaging of SMS platform.


• Complete repair service orders in ERP.

Support & System Improvements:

• Support other departments regarding customers info and service.


• Identify areas for improvement and bring issues to the team’s attention as well as helping to follow-through with solution implementation.


• Help set up new functionality in SMS platform.

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.

Requirement

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 leadership role and/or organizing events.


• Knowledge of BURN products.

Qualifications.

• Prior experience as a customer care representative.


• Certificate from a renowned institution.


• 1-3 years of experience in customer care or related field.

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