Call Center Executive

Process: For Telco

Department: Customer Experience / Contact Center

Location: Kawran Bazar

Key Responsibilities:

• Handle inbound customer calls and provide professional, accurate, and timely assistance.
• Resolve customer queries related to voice, internet/data, packages, recharge, billing, SIM, network, and value-added services.
• Perform customer verification and maintain data privacy and security.
• Handle complaints and service requests while ensuring proper escalation when required.
• Maintain required AHT, Service Level, Quality, Customer Satisfaction, and First Call Resolution targets.
• Accurately document customer interactions and update CRM/system records.
• Follow approved call scripts, SOPs, compliance requirements, and quality guidelines.
• Demonstrate empathy, active listening, and professional communication throughout every interaction.

Required Qualifications & Skills:

• Minimum HSC/Diploma; Bachelor’s degree preferred.
• Freshers are also encouraged to apply.
• Prior experience in a call center/customer service/telco environment is preferred.
• Excellent communication skills in Bangla and English.
• Strong listening, probing, and problem-solving skills.
• Basic computer literacy and ability to work with CRM/contact center applications.
• Ability to work under pressure and manage high call volumes.
• Willingness to work in rotational shifts, including weekends and public holidays.

Key Competencies:

• Customer-centric mindset
• Communication & active listening
• Problem-solving
• Complaint handling
• Patience and empathy
• Attention to detail
• Teamwork and adaptability

Salary: 12,000/-