Customer Service Representative (Ghana)

About the role

Burn is seeking a motivated Customer Service Representative to join its Ghana team. The role involves handling both inbound and outbound calls, providing timely assistance across phone and digital channels, and ensuring high customer satisfaction.

Key responsibilities

• Manage inbound and outbound calls, meeting daily call, verification, AHT, SLA, and CSAT targets.
• Follow up on all dropped/abandoned calls, tickets and escalations within 24 hours.
• Handle customer issues on digital platforms, ensuring responses within 25 minutes after escalation.
• Attend pre‑shift briefings, weekly performance reviews, coaching and training sessions.
• Maintain accurate records in the CRM system and adhere to call procedures and auto‑fail parameters.
• Identify customer needs, build trustful relationships and provide correct information using appropriate tools.
• Resolve complaints, propose solutions and ensure issues are closed to satisfaction.
• Proactively communicate any issues that could impact service quality and meet daily business KPIs.
• Act as a Burn ambassador, promoting integrity and continuous 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 experience in a leadership or event‑organising role.
• Qualified female candidates are encouraged to apply.

Required skills

• Microsoft Excel for data analysis and reporting.