Call Centre Representative - DRC

Updated: March 27, 2024 05:04 PM GMT

BURN MANUFACTURING

Lubumbashi

About The Role

Burn is looking for an exceptional, efficient Call Centre Representative 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.

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& 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... More Detail