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.