About the Role
BURN is looking for an Agent Care Officer responsible for supporting and assisting agents or representatives. This role ensures that agents have the necessary resources, guidance, and well-being support to effectively carry out their roles and provide exceptional customer service.
Duties and Responsibilities
- Daily agent network management, including calls to agents – interface for sales operations reconciliation and commercial.
- Engage agents directly on performance data from sales operations, feedback collection, and agent tickets.
- Manage Personal Journey Plan (PJP) per Agent and Territory Sales Manager (TSM) to determine whether to maintain or disable the action.
- Plan trade activities with agents, Team Leaders (TL), and TSMs.
- Conduct daily agent training and mentoring via calls.
- Manage prospect relationships.
- Oversee agent quality and recruitment checklist.
- Support sales target achievement.
- Provide daily/weekly feedback reports to TL, TSM, and Country Lead.
Skills and Experience
- Advanced fluency in English, both written and spoken.
- Advanced Excel data skills – applicable to all countries.
- Effective communicator.
- Efficient planner and collaborator.
- University degree in Business Administration, International Development, Marketing, Economics, or a relevant sales-related field.
- At least 1 year of work experience in sales.
- Strong ethical behavior and adherence to business standards.
- Excellent verbal and written communication skills.
- Creativity and innovation to enhance operations and identify new opportunities.
- Teamwork skills to collaborate effectively and solve problems.
- Leadership abilities to inspire and drive positive results.
- Decision-making skills to assess risks and determine priorities.
- Organizational and planning skills to set priorities, track goals, and monitor progress.
- Problem-solving abilities to analyze issues, develop solutions, and implement recommendations.
Additional Information
- Qualified female candidates are encouraged to apply.
- BURN does not charge any fees at any stage of the recruitment process (application, interview, processing, training, etc.).
Apply here: BURN Careers – Agent Care Officer
