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.

Duties and Responsibilities:

Attend to Customer Service Case:

• Work with the repair coordinator to facilitate warranty repair. Organize the pick-up from and back to the field of failed units that needed in-house repair, in liaison with the transport agent and engineering team.
• Answer customer queries and direct them to the proper channels. Answer calls using appropriate forms to record information and assist customers. Escalate failure or enquiries using a failure tracker and other tools as per SOP in place.
• Follow up on late customers using appropriate SOP and escalate issues when arising.
• Implement the surveys developed using surveys template and according to best practices. The after-sales representative is responsible for the quality of the data entry of surveys after receiving appropriate training.
• Create communication messages and send timely sms communication following the communication rules established.
• Follow up with customers to ensure product satisfaction and address any confusion with use.
• Assist with market research efforts that require the use of call centers or customer follow-up.

Maintain Customer Database in paygo platform and payments reconciliation in the platform:

• Ensure the customer database is up to date at all times.
• Escalate any bug identified, liaise with software to provide appropriate information to take action resolution.
• Create a customer profile on the various platforms that will be used to generate a list of actions to be performed by an after-sales representative.

Support & System Improvements:

• Represent the voice of customers during a team meeting to escalate frequent issues encountered, level of satisfaction, and ideas for improvement to the team’s attention as well as help to follow through with solution implementation.
• Help implement new functionalities in new platforms.
• Support other departments in regard to customer info and service. Train other BURN staff on ECOA product knowledge. Participate in the creation of common knowledge via the development of FAQs, best practices, tips, etc.

BURN Ambassador

• Main BURN interlocutors once the customer is on-boarded. Thrive to create a trusting and professional relationship.
• 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.
• Any other duty as assigned by the manager.

Skills and Experience:

Excellent verbal communication and interpersonal skills

• Highly organized, punctual, and professional

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