Contact Centre Advisor

Regional vice presidents oversee clusters of branches in Dhaka Division and neighboring markets. We started in 1970 and have grown to about 1,800 people. Bullpen seating, plenty of noise, and a whiteboard of open orders.

About the role

The Contact Centre Advisor answers customer calls, chats and emails about orders, billing and account changes. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. This role is fully remote within Bangladesh. A stable internet connection and a backup power option are required.

Job duties

• Meet targets for handle time, quality score and customer satisfaction
• Call customers back on open issues within the promised timeframe
• Explain bills and payment options and take payments over the phone
• Notice repeat problems and report them to your team lead
• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Document every interaction in Zendesk or Salesforce Service Cloud
• Transfer calls to the right department with a warm handoff

Required qualifications

• 2-4 years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• Comfortable using multiple screens and systems at the same time
• Clear speaking voice and good listening skills
• Reliable attendance. Schedule adherence is tracked
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Typing speed of at least 35 WPM

Nice to have

• Experience handling escalations
• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

What you get

• Medical insurance
• Provident fund
• Paid leave
• Life insurance
• Overtime pay
• Two bonuses a year

Only shortlisted candidates will be contacted.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Purba Recruiting Ltd..