Technical Customer Representative - Ghana
BURN Manufacturing
IT, Customer Service
Kumasi, Ghana
Posted on Jul 16, 2025
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:
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
Duties and Responsibilities:
Field Operations
Quality of Sales
Portfolio Management
KPIs
Skills and Experience
Proven experience in sales planning and delivery management.
Familiarity with customer repayment collection processes and credit portfolio management.
Excellent verbal and written communication with an emphasis on tact and diplomacy.
Qualified Female Candidates 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).
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
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
- 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.
Skills and Experience
- Qualifications:
- Experience:
Proven experience in sales planning and delivery management.
Familiarity with customer repayment collection processes and credit portfolio management.
- Technical Skills:
- Soft Skills:
Excellent verbal and written communication with an emphasis on tact and diplomacy.
- Other Requirements:
Qualified Female Candidates 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).
