Customer Relationship Management And Call Center Executive

Company Description Fajr Academy is an online Islamic education platform committed to making high-quality Islamic learning accessible to learners worldwide. The academy offers structured, level-based courses that blend traditional Islamic scholarship with flexible, modern online delivery. Its mission is to nurture knowledge, faith, and character, supporting both spiritual and academic growth for students wherever they are. Based in Dhaka, Bangladesh, Fajr Academy serves local and international learners through its digital platform. Prospective team members can learn more about the organization and its programs at fajracademy.io.

Role Description The Customer Relationship Management and Call Center Executive is a full-time, on-site role based in Dhaka. This role involves handling inbound and outbound calls, responding to inquiries from prospective and current students, and providing clear information about courses, enrollment processes, schedules, and fees. The executive will maintain accurate records in the CRM system, follow up with leads, manage reminders and student communications, and ensure timely resolution of issues or concerns. Day-to-day tasks include coordinating with academic and operations teams, monitoring service quality, preparing brief reports on call and customer interaction trends, and suggesting improvements to student support processes. The role requires consistent professionalism, empathy, and a strong focus on delivering a positive learner experience aligned with Fajr Academy’s mission.

Qualifications

• Strong communication and interpersonal skills, including clear spoken and written English and Bangla, active listening, and a customer-focused approach.
• Experience with CRM tools and call center software, including maintaining accurate data, documenting interactions, and following structured workflows.
• Organizational and time-management skills, with the ability to prioritize tasks, handle multiple inquiries, and meet response and follow-up targets.
• Problem-solving and conflict-resolution abilities, including handling sensitive issues tactfully and escalating cases appropriately when needed.
• Basic computer literacy and proficiency in online communication tools (email, chat, video platforms), with the ability to learn new systems quickly.
• Prior experience in customer service, call center, admissions, or education support roles is preferred.
• Awareness of or interest in Islamic education and willingness to understand Fajr Academy’s programs and values.
• Minimum of a high school diploma; a bachelor’s degree in business, communications, or a related field is an advantage.