Customer Service Representative

About the role

We are seeking an energetic Customer Service Representative to join BURN’s call centre in Zambia. The role involves handling both inbound and outbound calls, as well as digital customer interactions, ensuring high service standards and timely resolutions.

Key responsibilities

• Manage inbound and outbound phone calls, meeting daily call and verification targets.
• Achieve AHT, SLA, call abandonment and CSAT targets for inbound calls.
• Provide follow‑up on dropped/abandoned calls, tickets and escalations within 24 hours.
• Handle digital customer inquiries across all platforms, responding within 25 minutes of escalation.
• Maintain accurate CRM records and adhere to communication procedures.
• Participate in pre‑shifts, performance reviews, coaching and training sessions.
• Build sustainable relationships with customers through clear, interactive communication.

Required profile

• Excellent verbal communication and interpersonal skills.
• Fluent in English and a local language.
• Highly organised, punctual and professional.
• Proactive attitude with problem‑solving initiative.
• Experience in customer‑facing roles such as customer care, direct sales or relationship management.

Required skills

• Working knowledge of Microsoft Excel for data analysis and reporting.