About the Role

BURN is looking for an Agent Care Officer who will be responsible for providing support and assistance to agents or representatives ensuring that agents have the necessary resources, guidance, and well-being support to effectively carry out their roles and provide exceptional customer service.

Duties and Responsibilities

• Daily agent network management including calls to agents – interface for sales operations reconciliation and commercial.
• Engage agents directly on performance data from sales ops- feedback collection and agent tickets.
• Manage PJP (Personal Journey Plan) per Agent and TSM (Territory Sales Manager) leading to keep or disable the action.
• Planning of trade activities with agents, TL and TSM
• Daily agent training and mentoring through calls.
• Prospect management
• Agent quality and recruitment checklist
• Support sales target
• Daily/Weekly feedback report to Tl, TSM, Country lead

Skills and Experience

• Advanced fluency in English, both written and spoken.
• Advanced Excel data skills – All countries
• Effective communicator
• Efficient planner and collaborator
• University degree in business administration, international development, Marketing, Economics, or other areas relevant to the sales field. At least 1 year’s work experience in sales.
• Behave Ethically: Understand ethical behaviour and business practices and ensure that your own behaviour and the behaviour of others are consistent with these standards and align with the values of the organization.
• Communicate Effectively: Speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques.
• Creativity/Innovation: Develop new and unique ways to improve the organization’s operations and create new opportunities.
• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
• Lead: Positively influence others to achieve results that are in the organization’s best interest.
• Make Decisions: Assess situations to determine the importance, urgency, and risks, and make clear decisions that are timely and, in the organization’s, best interests.
• Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.
• Plan: Determine strategies to move the organization forward, set goals, create, and implement action plans, and evaluate the process and results.
• Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.

Additional Information

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

Apply through the official BURN careers application page:

Apply for Agent Care Officer – Zambia

⚠️ Legitimate employers do not charge candidates fees to secure employment. Be cautious of anyone requesting payment in exchange for a job offer.

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.

Duties and Responsibilities

• Manage outbound and inbound 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 24 hours
• 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 all call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and 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.

Other Duties and Responsibilities

• Performs other responsibilities, as requested, or assigned by management.
• Performs other miscellaneous duties, as requested, or assigned by management.

Skills and Experience

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

Qualified Female Candidates are encouraged to Apply.

Important Notice

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 candidates should submit their application through the official BURN recruitment portal:

Apply for Customer Service Representative – Zambia

⚠️ Legitimate employers do not charge candidates fees to secure employment. Be cautious of anyone requesting payment in exchange for a job offer.