Customer Service Representative

Customer Service Representative Opportunity in Kitwe

BURN is seeking a skilled and dedicated professional to join our team as a Customer Service Representative in Kitwe, Copperbelt, Zambia. This role is ideal for candidates with experience in customer-facing roles, including customer care, direct sales, or client relationship management. If you are looking for customer service jobs in Kitwe that offer growth and the chance to impact customer satisfaction positively, this position is an excellent fit.

About the Customer Service Representative Role

As a Customer Service Representative at BURN, you will manage both outbound and inbound communications with customers, ensuring timely and effective service delivery. You will play a vital role in achieving daily call targets, maintaining quality standards, and providing exceptional support across multiple channels, including digital platforms.

Key Responsibilities

• Handle outbound calls by meeting daily call and verification targets.
• Manage inbound calls to achieve Average Handle Time (AHT), Service Level Agreement (SLA), Call Abandonment, and Customer Satisfaction (CSAT) targets.
• Ensure 100% follow-up on dropped or abandoned calls, tickets, and escalations within 24 hours.
• Respond to customer issues on digital platforms within 25 minutes post-escalation, adhering to SLAs.
• Participate in pre-shift meetings, weekly performance reviews, coaching, and training sessions.
• Follow call procedures and auto-fail parameters strictly.
• Identify customer needs to deliver tailored solutions and build lasting relationships through open communication.
• Provide accurate and complete information using appropriate tools and methods.
• Meet personal and team targets, including call handling quotas.
• Address customer complaints promptly, offering effective solutions and following up to ensure resolution.
• Maintain detailed records of customer interactions and adhere to CRM documentation standards.
• Comply with communication procedures, guidelines, and company policies.
• Go the extra mile to engage and satisfy customers.
• Perform additional duties as assigned by management.

Skills and Experience Required

• Excellent verbal communication and interpersonal skills.
• Fluency in English and at least one common local language.
• Highly organized, punctual, and professional work ethic.
• Proactive problem-solving attitude with the ability to take initiative.
• Experience in customer-facing roles such as customer care, direct sales, or relationship management.
• Proficient in Microsoft Excel for data analysis and reporting.
• Previous leadership experience or involvement in event organization is an advantage.

Why Join BURN for Customer Service Jobs in Kitwe?

BURN values professionalism and inclusivity. We encourage qualified female candidates to apply. Importantly, BURN does not charge any fees throughout the recruitment process, including applications, interviews, meetings, processing, or training.

Employment Details

How to Apply

Interested candidates are invited to submit their applications online. Please apply through the following link:

Apply for the Customer Service Representative Position