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Customer Service Agent - DRC job at BURN Manufacturing | Apply Now
Ruiru, Nairobi, Kenya
Full Time
Are you looking for Customer Service jobs in Kenya 2025 today? then you might be interested in Customer Service Agent - DRC job at BURN Manufacturing
About the Organisation
BURN is a trailblazer in clean energy manufacturing, delivering innovative cooking solutions that improve lives and protect the environment. Based in Kenya, BURN designs, manufactures, and distributes clean cookstoves and other sustainable energy products across Africa. With a strong commitment to quality, impact, and customer satisfaction, BURN seeks to revolutionize access to sustainable household energy.
Job Title
Customer Service Agent - DRC job at BURN Manufacturing
BURN Manufacturing
Job Description
The Customer Service Agent will handle both inbound and outbound communication, address customer inquiries, resolve complaints, and support business operations to ensure all Key Performance Indicators (KPIs) are met. This role involves direct interaction with customers through calls and digital platforms, maintaining CRM records, and contributing to continuous service improvement.
Duties, Roles and Responsibilities
Manage inbound and outbound calls with professionalism and efficiency.
Achieve daily outbound call and verification targets.
Meet inbound KPIs: Average Handling Time (AHT), Service Level Agreement (SLA), Call Abandon Rate, and Customer Satisfaction (CSAT) scores.
Ensure 100% follow-up on all missed calls, tickets, and escalations within 24 hours.
Handle digital customer issues within a 25-minute post-escalation response time.
Attend pre-shift briefings, performance reviews, coaching, and training sessions.
Adhere to call procedures and avoid auto-fail parameters.
Identify and assess customer needs, build trust and sustainable relationships.
Provide accurate, complete, and clear information to customers using appropriate tools.
Resolve customer complaints promptly and follow up to ensure satisfaction.
Maintain accurate CRM documentation and customer records.
Follow communication guidelines and company policies.
Go the extra mile to engage customers and exceed expectations.
Perform other responsibilities and miscellaneous duties as assigned by management.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Fluent in English and French (required).
Excellent verbal communication and interpersonal skills.
Highly organized, punctual, and professional.
Proactive, problem-solving attitude with the ability to take initiative.
Minimum experience in customer-facing roles such as customer care, sales, or client relations.
Proficient in Microsoft Excel for data analysis and reporting.
Experience in leadership or event organization is a plus.
How to Apply
ONLINE APPLICATION ONLY!
Interested candidates are advised that applications for this position must be submitted online. To apply please click the “Apply” button below.
