BURN Customer Service Jobs in Kumasi
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About the Role:
The Technical Customer Representative will be in-person customer verification, delivery and installation of cookers, swaps of faulty units, minor product servicing/repairs and recovery of units due for repossessions. The two key roles will be:
- They are the final checkpoints to ensure we issue products on credit (Pay-Go) only to the right customers.
- Is responsible for product installation and training and ensures we offer quality training to the customer at onboarding that ensures high usage and prompt & consistent repayment
The role will focus on driving the achievement of field installation, usage & collection KPIs through prompt installations, adequate customer training and overlay onboarding of the right customer.
Working Days: Monday to Saturday
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Duties and Responsibilities:
Field Operations
- Timely installation of assigned new sales units
- Execute repossession of products from delinquent customers
- Daily stock reconciliation i.e. sales units, faulty units, repossessed units & swap units
Quality of Sales
- Conduct in-person verification of customers
- Provide comprehensive product training to customers, including payment, usage, and care instructions
Portfolio Management
- Conduct home visits to support customer experience (CX) in resolving open tickets, boosting product usage, and facilitating field debt collection
- Escalate customer feedback, including complaints, fraudulent activities, and other field-related issues
Customer Support:
- Coordinate timely resolution of escalations, such as faulty unit swaps and repossessions.
- Manage pick-up and returns of swapped and repossessed units.
KPIs
- Installation Timeliness:
- Ensure 100% of installations of the assigned units.
- Stock and Inventory Accuracy:
- Maintain 100% reconciliation of field stock (received vs. utilized vs. returned).
- Maintain 0% stock variance
- Faulty Unit Replacement and Repossession:
- Ensure 100% of the assigned unit’s swap
- Ensure a 100% retrieval rate of all assigned and faulty or repossessed units
- Customer Feedback and Satisfaction:
- Collect & share voice of Customer (VOC) feedback for each customer visit
- Credit Management Support:
- Maintain >98% monthly repayment rates for approved and onboarded customers
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Skills And Experience
Qualifications:
- A certificate or diploma in Electronics/Electrical, Telecommunication or a related field.
Experience:
- >6 months’ experience in electrical installations, especially in Pay Go space.
- Proven experience in sales planning and delivery management.
- Familiarity with customer repayment collection processes and credit portfolio management.
Technical Skills:
- Basic knowledge of installation and troubleshooting of electronics is a plus.
Soft Skills:
- Strong customer engagement and support skills.
- Excellent verbal and written communication with an emphasis on tact and diplomacy.
Other Requirements:
- Demonstrated commitment to continuous improvement and meeting/exceeding expectations.
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