# Customer Service Representative

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Company: BURN

Category: Sales

Location: Zambia, Kitwe

Work type: Full-time

Work arrangement: On-site

Published: 2026-08-31

Expires: 2026-10-17

## Job Description

About the role:

BURN is looking for an exceptional, efficient Customer Service Representative to fill the role. The successful candidate must have experience in customer-facing tasks such as customer care, direct sales, and/or client relationship management.

### Duties and Responsibilities

- 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.

- Other Duties and Responsibilities:

- Performs other responsibilities, as requested, or assigned by management.

- Performs other miscellaneous duties, as requested, or assigned by management.

Skills and Experience

- Excellent verbal communication and interpersonal skills

- Fluent in English and a common language

- Highly organised, punctual, and professional

- Proactive attitude and takes initiative to problem solve.

- Experience in customer-facing tasks (customer care, direct sales, relationship management, etc)

- Working knowledge & experience in using MS Excel for data analysis and reporting.

- Experience in leadership roles and/or organizing events.

                                Qualified Female Candidates are 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).

## Apply

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