Customer Service Team Leader

About the role

The Customer Service Team Leader answers customer calls, chats and emails about orders, billing and account changes. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This role is fully remote within Bangladesh. Strong written English is important, since much of our work is async.

Key responsibilities

• Explain bills and payment options and take payments over the phone
• Transfer calls to the right department with a warm handoff
• Update customer records accurately
• Call customers back on open issues within the promised timeframe
• Process returns, exchanges, refunds and address changes
• Look up orders, accounts and shipping status in the CRM and order system
• Complete required training and quality coaching sessions

Minimum qualifications

• 8+ years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked
• Must pass a background check
• High school diploma or GED
• Clear speaking voice and good listening skills

Schedule: Four 10-hour shifts, rotating weekend day

Benefits

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

About us

Institutional clients include pension funds, endowments and insurance companies. Headquartered in Dhaka, the company runs operations centres in Dhaka Division and two other locations.

If you are shortlisted, we will reach out to set up a first call.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Matubbar Wealth Partners.