BURN Manufacturing, a globally recognized leader in clean cooking solutions, is on a mission to redefine energy efficiency and sustainability across Africa and beyond. With innovation at its core and a deep commitment to improving lives through cleaner technologies, BURN continues to make a significant impact in homes, communities, and the environment. As we scale our operations and broaden our reach, we’re looking to strengthen our team with talented, driven professionals who are passionate about delivering excellent service and driving meaningful change.
We are excited to announce an opening for the role of Customer Service Agent in Ruiru, Kenya, with a focus on supporting our operations in the Democratic Republic of Congo (DRC). If you’re someone who thrives in a customer-centric environment, demonstrates outstanding communication abilities, and is eager to contribute to a purpose-driven organization, this could be your next career step.
Position: Customer Service Agent – DRC
Department: Customer Service
Location: Ruiru, Kenya
Posted on: April 24, 2025
Application Status: Open – Apply Now
Workdays: Monday to Sunday (with scheduled off days)
Shift Schedule: 8-hour shifts, as assigned by the manager
About the Role
As a Customer Service Agent, you will serve as a vital link between BURN and our customers in the DRC market. Your primary goal will be to ensure an exceptional customer experience by efficiently handling customer inquiries, resolving issues proactively, and consistently achieving service excellence benchmarks.
The role involves both inbound and outbound customer engagement, managing digital and voice channels, and working closely with various internal teams to resolve queries in a timely and satisfactory manner.
You will be expected to meet daily business KPIs without fail, while proactively addressing any issues that may impact overall performance.
Key Objectives of the Role
- Deliver excellent customer service and maintain high customer satisfaction
- Respond efficiently to customer inquiries and complaints
- Proactively meet and exceed daily business KPIs
- Ensure timely escalation and resolution of customer issues across all platforms
- Adhere to performance standards, protocols, and compliance expectations
Key Duties and Responsibilities
Customer Communication
- Manage outbound and inbound customer phone calls:
- Outbound: Meet daily call and verification targets.
- Inbound: Achieve metrics such as AHT (Average Handling Time), SLA (Service Level Agreement) targets, call abandonment rates, and CSAT (Customer Satisfaction) targets.
- Ensure 100% follow-up on:
- Dropped or abandoned calls
- Unresolved tickets
- Other escalated issues within 24 hours
Digital Support & Engagement
- Monitor and respond to customer issues on all digital platforms
- Maintain a maximum response time of 25 minutes post-escalation for digital queries
Performance Participation
- Attend all scheduled:
- Pre-shift briefings
- Weekly performance reviews
- Coaching and training sessions
- Maintain adherence to:
- Call procedures
- Auto-fail parameters and quality control guidelines
Customer Relationship Management
- Identify and assess customer needs to enhance satisfaction
- Build sustainable relationships through transparent and responsive communication
- Provide accurate and complete information using approved systems and tools
Complaint Resolution & Record Keeping
- Handle customer complaints with urgency and professionalism
- Offer appropriate solutions and ensure follow-up until resolution is confirmed
- Accurately document all interactions and maintain proper CRM records
Other Duties
- Perform miscellaneous tasks and responsibilities as assigned by management
- Demonstrate flexibility and readiness to assist across different customer service operations as needed
Skills and Experience Required
- Excellent verbal communication and interpersonal abilities
- Fluency in both English and French is essential
- Strong organizational, punctuality, and professional presentation skills
- Demonstrated proactivity and problem-solving aptitude
- Prior experience in customer-facing roles, such as:
- Customer care
- Direct sales
- Relationship management
- Familiarity with Microsoft Excel for data tracking and reporting
- Leadership experience or experience organizing events is an added advantage
Working Environment & Expectations
- Fast-paced, high-performance culture focused on delivering value to customers and communities
- Supportive team environment with continuous training and upskilling
- Multichannel engagement involving voice, text, and online platforms
- Adherence to measurable targets and KPIs to track service excellence
Why Join BURN Manufacturing?
At BURN, you’re not just taking a job — you’re joining a movement. We are deeply invested in sustainability and human development. Our team members are empowered to bring ideas to life, solve real-world problems, and grow personally and professionally.
Additionally, BURN Manufacturing provides a diverse, inclusive, and equitable workplace. We actively encourage qualified female candidates to apply and be part of our transformative journey.
Important Note
BURN Manufacturing does not charge any fees at any stage of the recruitment process. Be wary of any communication requesting payment for application, interview, training, or placement.
How to Apply
To apply for this opportunity, kindly click the link below:
