Customer Care Representative – Contractor Jobs at Burn Manufacturers

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Customer Care Representative – Contractor Jobs at Burn Manufacturers

BURN is an eclectic group of designers, builders, and visionaries who are committed to making stoves that can transform lives and save forests. Our goal is not just to provide clean burning wood and charcoal stoves but to provide a range of super fuel efficient stoves for the 2 billion people who will inhabit sub Saharan Africa by 2050.

Customer Care Representative – Contractor

  • Job Type: Full Time
  • Qualification: BA/BSc/HND
  • Experience: 4 years
  • Location: Nairobi
  • Job Field: Customer Care 

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.

Duties and Responsibilities

  1.  Attend to Customer Service Cases using an SMS-based platform and/or customer care phone line:
    1. Help customers register product
    2. Help customers with warranty returns and repairs-sending repair information and directions, liaising with service stations to ensure proper repair
    3. Answer customer queries and directs them to the proper channels
    4. Follow-up with customers to ensure product satisfaction and address any confusion with the use
    5. Attend to customer inbox messages, calls, social media, and live chat and respond accordingly
    6. Conduct phone call interviews, surveys, and capture data
    7. Work with repair coordinator to facilitate warranty repair and walk-in customers
  2. Maintain Customer Database & SMS platform
    1. Data entry and organization/cleaning
    2. Conduct basic analysis of customer care statistics and create simple reports
    3. Translate messaging and responses
    4. Set up and modify automated messaging of SMS platform
    5. Complete repair service orders in ERP
  3.  Support & System Improvements
  4. Support other departments regarding customers info and service
  5. Identify areas for improvement and bring issues to the team’s attention as well as help to follow through with solution implementation
  6. Help set up new functionality in the SMS platform

BURN Ambassador

  1. Always maintain the integrity and be a positive ambassador for BURN
  2. Strive for continuous improvement for the services that we offer our customers
  3. Maintain an open and receptive attitude when receiving feedback and suggestions

Skills and Experience

  1. Excellent verbal communication and interpersonal skills
  2. Highly organized, punctual, and professional
  3. Proactive attitude and takes initiative to problem solve
  4. Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
  5. Working knowledge & experience in using Ms. Excel for data analysis and reporting.
  6. Experience in a leadership role and/or organizing events
  7. 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).

How to apply

Interested and qualified candidates should forward their CV to: faustyn.mbugua@burnmfg.com using the position as subject of email.

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