Based in Kenya, BURN designs, produces and distributes East Africa’s best-selling, most durable and economical charcoal and wood cook stoves that also dramatically reduce harmful smoke emissions which can cause significant health problems, even death.
Not only does BURN sell the world’s most fuel-efficient charcoal and wood household stoves, but we are also the only cook stove company which manufactures all its products in sub-Saharan Africa’s only state-of-the-art clean cook stove manufacturing facility.
Since 2013, BURN has sold 650,000+ Jikokoa ™ stoves in East Africa. These stoves have helped 3,000,000 beneficiaries save $215 million in fuel expenditures and 2.6 million tons of wood while reducing indoor air pollution by 65%. BURN currently sells ~25,000 stoves per month and are on track to double sales over the next 12 months by expanding its successful model across Africa
For the initial period, the designated customer care representative will undertake the respective roles and responsibilities on a case-by-case basis he/she will undertake the roles and responsibilities as outlined below:
Responsibilities
The Employee shall have the following duties and responsibilities:
Attend to Customer Service Cases using an SMS-based platform and/or customer care phone line:
Call customers to obtain accurate user data for registration
Answer customer queries and escalate user issues during the calls to the right channel
Follow-up with customers to address any confusion with registration
Maintain Customer Database & SMS platform
Data entry and organization/cleaning
Conduct basic analysis on customer care statistics and create simple daily reports
Support & System ImprovementsSupport other departments in regards to customers info and service
Identify area for improvement and bring issues to the team’s attention as well as helping to follow-through with solution implementation
BURN Ambassador
Always maintain integrity and be a positive ambassador for BURN
Strive for continuous improvement for our services that we offer our customers
Maintain an open and receptive attitude when receiving feedback and suggestions
Continuous improvement for our services and the experience that we offer our
customers.
Requirements(E – essential, D – desirable):
E- Excellent verbal communication and interpersonal skills
E- Highly organized, punctual, and professional
E- Proactive attitude and takes initiative to problem solve
D- Experience in customer-facing tasks (customer care, sales, relation management, etc)
D- Experience in leadership role and/or organizing events
Job Requirements
Required education
: Diploma, Associate's degree
Required relevant work experience
: 2 years
Required languages:
Swahili (Spoken: basic | Written: basic)English (Spoken: basic | Written: basic),
Mandatory attachments
Please have a scan or photo of these documents ready when you start the application:
Self-prepared CV file
- the employer wants to see a CV that you have prepared yourself
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