Call Center Agent

Job Description

Title: Call Center Agent

Company Name: BRACNet Limited

Vacancy: 10

Age: 20 to 32 years

Job Location: Anywhere in Bangladesh

Salary: Negotiable

Experience:

• At most 2 years
• The applicants should have experience in the following business area(s): ISP
• Freshers are also encouraged to apply.

• Diploma in Business Studies
• Bachelor of Business Administration (BBA)

• At most 2 years
• The applicants should have experience in the following business area(s): ISP
• Freshers are also encouraged to apply.

• Age 20 to 32 years

• Fresh graduates can be considered for Trainee/Junior Call Center Agent positions.

• Prior call-center or banking experience can be preferred for experienced positions.

• Excellent spoken Bengali and English.

• Clear pronunciation and professional telephone etiquette Strong listening and questioning skills.

• Understanding of ATM, debit/credit card, mobile/internet banking and digital payment services.

• Ability to learn Core Banking, CRM, ticketing and contact-center applications.

• Good Call Center software, MS Word and Excel skills.

• Willingness to work in rotational/24×7 shifts

1.     Receive customer calls professionally and provide accurate information and solutions.

2.     Handle queries related to accounts, cards, loans, digital banking, transactions, fees, products and services.

3.     Receive complain from Bank Branches about link down, service issue and provide solution or forward to concern person.

4.     Register, resolve and follow up customer complaints within defined SLA.

5.     Assist customers with permitted service requests following bank procedures and authentication requirements.

6.     Conduct callbacks, customer follow-ups, service confirmation and campaign-related calls.

7.     Explain banking products, services, campaigns, digital channels and applicable charges accurately.

8.     Identify customer needs and recommend relevant banking products such as cards, deposits, loans and digital services.

9.     Escalate technical, financial, fraud-related or policy-related issues to the appropriate department.

10.  Follow customer identification and security procedures before providing account-related information.

11.  Record every customer interaction, complaint, request and action taken in the CRM/contact-center system.

12.  Monitor unresolved cases and ensure timely closure.

13.  Strictly follow bank policies, AML/CFT requirements, data privacy, information-security procedures and regulatory requirements.

14.  Work according to the contact-center roster, including night shifts, weekends and public holidays when required.