Executive -Call Center (Voice & Omni-Channel)

Nexdecade Technology (Pvt.) Ltd

Summary

• Vacancy: —
• Location: Dhaka (Mirpur 2)
• Minimum Salary: Negotiable
• Experience: 1 to 2 years
• Published: 17 May 2025

Requirements

Education

• Bachelor/Honors

• Graduate (However, undergraduates with relevant experience are also encouraged to apply.)

Experience

• 1 to 2 years
• The applicants should have experience in the following business area(s):
  Software Company, Call Center

Additional Requirements

• Tech Skills: Familiarity with CRM tools, Call center software, Chat/Inbox platforms
• Soft Skills: Patience, empathy, problem-solving, and active listening, Availability Willing to work in roster shifts and meet punctuality standards
• Previous work in healthcare, e-commerce, telecom, or tech support
• Ability to handle pressure and high call/chat volumes efficiently
• Understanding of CX metrics like CSAT, FCR, NPS, AH

Responsibilities & Context

Department: Customer Service and Experience

Reports to: Team Lead / Supervisor

Shift Type: Roster-based, including weekends and holidays. Dynamic shifts – Morning, Evening, and Night (applicable for male candidates only).

Job Summary

• We are looking for a Customer Service Executive with excellent communication skills, proper pronunciation, and strong ownership to deliver exceptional service across voice and digital channels. The role requires managing inbound/outbound calls, as well as handling chats, emails, and social media queries in a timely and professional manner.

Responsibilities

Voice Communication (Inbound & Outbound):

• Answer incoming calls promptly and professionally following company call scripts and protocols
• Make outbound calls for upsell, follow-ups, feedback, reminders, and promotions
• Handle customer inquiries, complaints, and service requests with patience and empathy
• Ensure first-call resolution (FCR) and minimize average handling time (AHT)
• Escalate complex issues to the appropriate departments following escalation protocols

Omni-Channel Support (Chat, Email, Social Media):

• Manage live chats, emails, WhatsApp, Messenger, and other digital channels
• Maintain consistent brand tone and accuracy across all written responses
• Ensure timely response to tickets and messages as per SLA
• Tag and categorize conversations for future analysis

Reporting & Quality:

• Update call logs, CRM systems, and relevant databases after every interaction
• Follow SOPs, call quality standards, and data protection policies
• Participate in coaching, QA feedback sessions, and performance improvement programs
• Submit daily/weekly shift reports as required

Shift & Attendance:

• Work on roster-based shifts, including weekends or national holidays
• Maintain proper timeliness, presence, and adherence to duty hours
• Coordinate proactively with the WFM/roster team for any swaps or shift issue

Skills & Expertise

Call Center Operation

Live Chat

Tech Support

Employment Status

Full Time

Job Location

Dhaka (Mirpur 2)

Source link