BURN MANUFACTURING

Designs and manufactures clean-burning cookstoves.

Agent Care Officer

Account ManagementConfirmed live in the last 24 hours

Full-timeLusaka, ZambiaNo salary listedIn-person

About the Job

Requirements

Advanced fluency in English, both written and spoken.
Advanced Excel data skills.
A university degree in business administration, international development, marketing, economics, or another area relevant to the sales field.
At least 1 year of work experience in sales.
Understand ethical behaviour and business practices, and ensure personal behaviour and the behaviour of others are consistent with these standards and organizational values.
Speak, listen, and write clearly, thoroughly, and in a timely manner using appropriate and effective communication tools and techniques.
Develop new and unique ways to improve organizational operations and create new opportunities.
Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
Positively influence others to achieve results that are in the organization's best interest.
Assess situations to determine importance, urgency, and risks, and make clear, timely decisions in the organization's best interests.
Set priorities, develop a work schedule, monitor progress toward goals, and track details, data, information, and activities.
Determine strategies to move the organization forward, set goals, create and implement action plans, and evaluate processes and results.
Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations or resolve the problem.

Responsibilities

Manage the agent network daily, including calling agents and interfacing with sales operations, reconciliation, and commercial teams.
Engage agents directly about performance data from sales operations, collect feedback, and manage agent tickets.
Manage the Personal Journey Plan for each agent and Territory Sales Manager, leading decisions to keep or disable the action.
Plan trade activities with agents, team leads, and Territory Sales Managers.
Train and mentor agents daily through calls.
Manage prospects.
Use the agent quality and recruitment checklist.
Support sales targets.
Provide daily and weekly feedback reports to the team lead, Territory Sales Manager, and country lead.

About the role:

BURN is looking for an Agent Care Officer who will be responsible for providing support and assistance to agents or representatives ensuring 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 ops- feedback collection and agent tickets.
Manage PJP (Personal Journey Plan) per Agent and TSM (Territory Sales Manager) leading to keep or disable the action.
Planning of trade activities with agents, TL and TSM
Daily agent training and mentoring through calls.
Prospect management
Agent quality and recruitment checklist
Support sales target
Daily/Weekly feedback report to Tl, TSM, Country lead

Skills and Experience

Advanced fluency in English, both written and spoken.
Advanced Excel data skills – All countries
Effective communicator
Efficient planner and collaborator
University degree in business administration, international development, Marketing, Economics, or other areas relevant to the sales field. At least 1 year’s work experience in sales.
Behave Ethically: Understand ethical behaviour and business practices and ensure that your own behaviour and the behaviour of others are consistent with these standards and align with the values of the organization.
Communicate Effectively: Speak, listen, and write in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques.
Creativity/Innovation: Develop new and unique ways to improve the organization’s operations and create new opportunities.
Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
Lead: Positively influence others to achieve results that are in the organization’s best interest.
Make Decisions: Assess situations to determine the importance, urgency, and risks, and make clear decisions that are timely and, in the organization’s, best interests.
Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.
Plan: Determine strategies to move the organization forward, set goals, create, and implement action plans, and evaluate the process and results.
Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.

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).

About the Company

BURN MANUFACTURING

Designs and manufactures clean-burning cookstoves.

BURN Manufacturing designs and produces clean-burning cookstoves in Kenya for the mass market across sub-Saharan Africa, selling through a network in 13 countries. Its stoves, powered by biomass or electricity, are built to burn fuel more efficiently and emit fewer pollutants than traditional methods. The company uses carbon credits earned from cleaner stoves to subsidize prices, allowing wider adoption and sustainable growth, and it operates at scale with last-mile distribution. The goal is to reduce carbon emissions while making high-quality cooking more affordable for low-income households across Africa.

Company size: 1,001-5,000
Company stage: Late Stage VC
Total funding: $48.5M
Headquarters: Vashon, WA
Founded: 2010

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