Customer Service Team Leader (Remote)

Gazipur Trust Company is a regional bank with over 200 branches and 470 employees across Dhaka Division.

Gazipur Trust Company is hiring a Customer Service Team Leader (Remote) to work remotely from Bangladesh. 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. Communication happens mostly in Slack and short video calls.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Follow scripts and required disclosures on recorded lines.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.
• Explain bills and payment options and take payments over the phone.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Process returns, exchanges, refunds and address changes.
• Transfer calls to the right department with a warm handoff.
• Notice repeat problems and report them to your team lead.

MINIMUM QUALIFICATIONS:

• 8+ years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Able to sit at a workstation and wear a headset for a full shift.
• Typing speed of at least 35 WPM.
• High school diploma or GED.

Schedule: Part-time, 20 to 25 hours per week including Saturdays

PAY AND BENEFITS:

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

Please submit your CV in English.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Gazipur Trust Company.