Aftersales & Close Looping Agent - Ghana

About the role BURN is looking for an exceptional, efficient Aftersales Close Looping 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 touchpoints.

Workdays :          Monday-Saturday Rest days :           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 : Product & Customer Experience  Maintaining a positive, empathetic, and professional attitude towards customers at all times.  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.  Analyse 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 after-sales 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 after-sales issues, resolve non-technical issues, and escalate to the after-sales product team any issue not resolved at the swap station / stock point / service centre level.  Work with warranty to ensure all swap stock / repair parts are available in the service centre.  Generate all reports about after-sales tickets status, reason for pending tickets and ticket ageing.  Sales, Credit & Collection  Work closely with the Territory Sales Managers and Sales Team Leader to address after-sales 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

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 issue reporting.   100% Supporting the collection & credit team with issues related to defective products.   100% Daily reporting of after-sales closed-loop call activities.   BURN Ambassador Always maintain integrity and be a positive ambassador for BURN Strive for continuous improvement in our services that we offer our customers.

Maintain an open and receptive attitude when receiving feedback and suggestions.

Experience in the leadership role and / or organising events Knowledge of PAYGO products                                                  Qualified Female Candidates encouraged to Apply BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).

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