The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
To ensure daily Business KPIs are met without Fail.
Address and Communicate all Issues that might Impact the above proactively.

Duties and Responsibilities

• Manage outbound and inbound calls phone calls. 
• For Outbound – Achieving the daily calls and verification target. 
• In the Outbound Electric Queue, the focus lies on reaching out to locked customers, presenting payment options, and converting non-users into active users.
• For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned target 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 relationships and trust with customer accounts through open and interactive communication. 
• Provide accurate, valid, and complete information by using the right methods/tools. 
• Meet personal/customer service team targets and in all call handling quotas. 
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. 
• Keep records of customer interactions, process customer accounts and file documents (Adherence to the proper CRM documentation process) 
• Follow communication procedures, guidelines, and policies. 
• Take the extra mile to engage customers. 
• Performs other responsibilities, as requested, or assigned by management. 
• Performs other miscellaneous duties, as requested, or assigned by management. 
• Any other duty as assigned by manager.

BURN Ambassador

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

Skills and Experience

• Excellent verbal communication and interpersonal skills
• Fluent in English
• Highly organized, punctual, and professional
• Proactive attitude and takes initiative to problem solve.
• Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
• Working knowledge & experience in using MS Excel for data analysis and reporting.
• Experience in leadership roles and/or organizing events.