Customer Care Representative - Contractor at BURN

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. You will be responsible for handling all customer queries and surveys.

• Workdays: Monday-Saturday
• Rest days: 1 day between Monday and Sunday
• Shift Plan: The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager

Duties and Responsibilities:

Attend to Customer Service Cases using an SMS-based platform and/or customer care phone line:

• Help customers register product
• Help customers with warranty returns and repairs- sending repair information and directions, liaising with service stations to ensure proper repair
• Answer customer queries and direct them to the proper channels
• Follow up with customers to ensure product satisfaction and address any confusion with the use
• Attend to customer inbox messages, calls, social media, and live chat and respond accordingly
• Conduct phone call interviews, and surveys and capture data
• Work with the repair coordinator to facilitate warranty repair and walk-in customers

Maintain Customer Database & SMS platform

• Data entry and organization/cleaning
• Conduct basic analysis of customer care statistics and create simple reports
• Translate messaging and responses
• Set up and modify automated messaging of the SMS platform
• Complete repair service orders in ERP

Support & System Improvements

• Support other departments regarding customers info and service
• Identify areas for improvement and bring issues to the team’s attention as well as help to follow-through with solution implementation
• Help set up new functionality in the SMS platform

BURN Ambassador:

• Always maintain the integrity and be a positive ambassador for BURN
• Strive for continuous improvement in the 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
• 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 a leadership role and/or organizing events
• Knowledge of BURN products