Job Title: Customer Care Escalation Agent
Hiring Organization: BURN
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Manufacturing
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/30/2024
BURN is
looking for an exceptional, efficient A Customer Care Escalation Agent to fill
the role. The Aftersales Close Looping Agent will manage all Aftersales support
activities. The key role will be good customer service to all customers that
require aftersales service, troubleshooting, resolving, and escalating all
aftersales issues reported by the customers through the BURN customer touch
points.
Duties and Responsibilities:
Product
& Customer Experience
- Maintaining
a positive, empathetic, and professional attitude towards customers
always.
- High-level
knowledge of all BURN products with the ability to address all questions
asked by customers.
- Acknowledging
and resolving customer complaints within stipulated SLAs.
- Communicating
with customers through various channels and responding promptly to
customer inquiries.
- Analyze
trends to create solutions to ensure customer service needs, business
goals, and objectives are met or exceeded.
- Follow
up on customer issues to resolution by following the stipulated aftersales
escalation process.
- Assist
in sales/after-sales requests placed by various customers and team
members.
- Be
the lead in ensuring required stock levels are maintained at the service
centre by conducting regular secret shoppers.
- Ensure
BURN service centres’ standards of operation are adhered to through secret
shoppers.
- Conduct
post-repair/post-swap dipstick calls to ensure customer satisfaction.
Aftersales
- Ensure
all Aftersales issues are raised via a ticket and track records of
customer interactions, comments, complaints, and aftersales issues.
- Providing
feedback to all customers about their queries and after-sales issues.
- Troubleshoot
all aftersales issues, resolve non-technical issues, and escalate to the
aftersales product team any issue not resolved at the swap station/stock
point/service centre level.
- Work
with a warranty to ensure all swap stock/repair parts are available in the
service centre.
- Generate
all reports about after-sales tickets status, the reason for pending
tickets and ticket ageing.
Sales,
Credit & Collection
- Work
closely with the Territory Sales Managers and Sales Team Leader to address
aftersales issues.
- Ensure
100% of aftersales issues reported during credit collection are addressed
within 24 hours.
- Lead
aftersales campaign & OTG activities working with sales and credit
collection team.
KPIs
- Swap
/ Repair SLA < 24 hours from the time of issues reporting. Customer
satisfaction Index> 4 on a 5-point scale.
- Effort
score targets >4 on a 5-point scale.
- Pending
service orders and customer units at the service centres>3 days from
the time of issues reporting.
- 100%
Supporting the collection & credit team with issues related to
defective products.
- 100%
Daily reporting of aftersales close looping call activities.
BURN
Ambassador
Always
maintain 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.
- Knowledge
of PAYGO products
