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 relationship management. You will be responsible for handling all customer queries and surveys.

Workdays: Monday – Friday from 08:00 – 17:00 (subject to revision as we scale)

Saturday = half day (09:00 – 13:00)

Rest days: Sunday and one-half day between Monday and Saturday

Roles 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 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.
• 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 customer info and service.
• Identify areas for improvement and bring issues to the team’s attention as well as help to follow through with solution implementation.
• Help set up new functionality in the SMS platform.

BURN Ambassador

• Always maintain the 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 & Competencies

• A person of high integrity
• Diploma in marketing or related field
• At least 2 years’ experience in customer service / customer-facing tasks (customer care, direct sales, relation management, etc)
• Excellent verbal communication and people skills
• Highly organized, punctual, and professional
• Knowledge of BURN products
• Proactive attitude and takes initiative to problem solve.
• Proven track record of driving customer acquisition, engagement, and retention in a fast-paced, dynamic environment.
• Knowledge of Customer Relationship Management (CRM) systems that support customer engagement and best practices for customer data management will be advantageous.
• Experience with performing market research activities e.g., surveys and feasibility studies
• Ability to work collaboratively with team members across different functional areas and geographies.
• Flexibility and adaptability to navigate changes in priorities or direction as needed in a dynamic organization.
• Passion for delivering exceptional customer experiences and driving business growth.
• Fluency in English, Nyanja, bemba and other local languages will be an added advantage.

• 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 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.
• 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 other departments regarding customer info and service.
• Identify areas for improvement and bring issues to the team’s attention as well as help to follow through with solution implementation.
• Help set up new functionality in the SMS platform.
• Always maintain the 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.

• A person of high integrity
• Excellent verbal communication and people skills
• Highly organized, punctual, and professional
• Knowledge of BURN products
• Proactive attitude and takes initiative to problem solve.
• Proven track record of driving customer acquisition, engagement, and retention in a fast-paced, dynamic environment.
• Knowledge of Customer Relationship Management (CRM) systems that support customer engagement and best practices for customer data management will be advantageous.
• Experience with performing market research activities e.g., surveys and feasibility studies
• Ability to work collaboratively with team members across different functional areas and geographies.
• Flexibility and adaptability to navigate changes in priorities or direction as needed in a dynamic organization.
• Passion for delivering exceptional customer experiences and driving business growth.
• Fluency in English, Nyanja, bemba and other local languages will be an added advantage.

• Diploma in marketing or related field