About the role:
BURN is looking for an exceptional, efficient Customer Service Agent 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.
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& and 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; and 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.

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.

Qualified Female Candidates are 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).

Customer Service Agent - Ghana (Temporary Position)

BURN

Customer Service Agent - Ghana (Temporary Position)

BURN