Customer Service Representative (3‑month contract)

About the role

BURN is seeking a motivated Customer Service Representative for a three‑month contract in Ghana. The role involves handling both inbound and outbound calls, as well as managing customer interactions across digital channels.

Key responsibilities

• Manage outbound calls to meet daily verification targets.
• Handle inbound calls while achieving AHT, SLA, abandonment, and CSAT targets.
• Follow up on dropped or abandoned calls, tickets, and escalations within 24 hours.
• Respond to digital inquiries within defined SLAs, ensuring feedback is provided within 25 minutes of escalation.
• Attend pre‑shifts, weekly performance reviews, coaching and training sessions.
• Maintain accurate CRM documentation and adhere to call procedures.
• Identify customer needs, build trust, and provide complete information using appropriate tools.
• Resolve complaints, offer solutions, and ensure follow‑up until resolution.
• Support BURN’s brand as an ambassador and contribute to continuous service improvement.

Required profile

• Excellent verbal communication and interpersonal skills.
• Highly organized, punctual, and professional attitude.
• Proactive problem‑solver with experience in customer‑facing roles such as care, direct sales, or relationship management.
• Working knowledge of BURN products and ability to use digital platforms.
• Qualified female candidates are encouraged to apply.

Required skills

• Microsoft Excel for data analysis and reporting.