Customer Service Representative - DRC
BURN MANUFACTURING
Job location
Kinshasa
Employment status
Full–time
Job details
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 client relationship management. You will be responsible for handling all customer queries and surveys.
Duties and Responsibilities:
Attend to Customer Service Cases using an SMS-based platform and/or customer care phone line:
• Help customers register products.
• Help customers with warranty returns and repairs- sending repair information and directions and liaising with service stations to ensure a proper repair.
• Answer customer queries and direct them to the proper channels.
• Follow up with customers to ensure product satisfaction and address any confusion with the use.
• Attend to customer inbox messages, calls, social media, and live chat and respond accordingly.
• Conduct phone call interviews, and surveys and capture data.
• Work with the repair coordinator to facilitate warranty repair and walk-in customers.
Maintain Customer Database & SMS platform.
• Data entry and organization/cleaning
• Conduct basic analysis of customer care statistics and create simple reports.
• Translate messaging and responses.
• Set up and modify automated messaging of the 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 the SMS platform.
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).
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