Customer Service Representative

1 Sep 2026 Customer Service Representative at BURN

• Manage outbound and inbound phone calls. • For Outbound – Achieving the daily calls and verification target. • For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned targets, and CSAT Targets (Q.A Score) • Ensure 100% follow-up for all dropped/abandoned calls, tickets& and any other Escalations within 24 hours • For Digital Care – Observing SLAs for handling all customer Issues in all digital platforms Customer should receive feedback at a maximum of 25min post-escalation. • Attending All Pre-shifts, Weekly Performance reviews, Coaching, and Training Sessions • Adherence to call procedure and auto-fail parameters. • Identify and assess customers’ needs to achieve satisfaction. • Build sustainable relationships and trust with customer accounts through open and interactive communication. • Provide accurate, valid, and complete information by using the right methods/tools. • Meet personal/customer service team targets and all call handling quotas. • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolution. • Keep records of customer interactions, process customer accounts, and file documents (Adherence to the proper CRM documentation process) • Follow communication procedures, guidelines, and policies. • Take the extra mile to engage customers.