Job Description
Title: Call Center Agent, Skills Development Programme
Company Name: BRAC
Vacancy: --
Location: Dhaka
Minimum Salary: Negotiable
Published: 8 Dec 2024
Education:
∎ Bachelor/Honors
Requirements:
Additional Requirements:
∎ Bachelor’s degree in any discipline
∎ Some work experience in customer service or call center operations.
Responsibilities & Context:
∎ Manage inbound and outbound calls professionally to deliver exceptional customer service.
∎ Provide accurate information on products and services.
∎ Address and resolve customer complaints through clear communication and empathy.
∎ Identify potential leads during calls and forward them to relevant departments for follow-up.
∎ Document customer interactions in the system to ensure accurate records and support sales.
∎ Track performance metrics and implement strategies to meet or exceed KPIs effectively.
∎ Provide feedback on recurring customer issues and suggest process improvements to management. Safeguarding Responsibilities
∎ Ensure the safety of Programme Participants, people who come into contact with the organisation and team members from any harm, abuse, neglect, harassment and exploitation including sexual exploitation and abuse (SEA) to achieve the programme's goals of safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
∎ Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
∎ Follow the safeguarding reporting procedure in case any reportable incident takes place and encourage others to do so.
∎ In response to the 1.6 million NEET youth in Bangladesh, BRAC launched the Skills Development Programme (SDP) in 2015, aimed at empowering marginalized youth, particularly women and girls. SDP offers apprenticeships in trades like tailoring and mobile repair and provides training on gender equality and climate awareness. It supports young entrepreneurs and small businesses, fostering economic growth, reducing child marriages, increasing household incomes, and creating opportunities for women, girls, and people with disabilities.
∎ To strengthen its impact, SDP is introducing a pull marketing strategy with an in-house call center to attract customers, drive sales, and support cost recovery. The call center will also offer psychosocial counseling to address mental health and career issues, enhancing learners' confidence and improving program outcomes.
∎ Major Responsibilities·
∎ Manage inbound and outbound calls professionally to deliver exceptional customer service.
∎ Provide accurate information on products and services.
∎ Address and resolve customer complaints through clear communication and empathy.
∎ Identify potential leads during calls and forward them to relevant departments for follow-up.
∎ Document customer interactions in the system to ensure accurate records and support sales.
∎ Track performance metrics and implement strategies to meet or exceed KPIs effectively.
∎ Provide feedback on recurring customer issues and suggest process improvements to management.
∎ Safeguarding Responsibilities
∎ Ensure the safety of Programme Participants, people who come into contact with the organisation and team members from any harm, abuse, neglect, harassment and exploitation including sexual exploitation and abuse (SEA) to achieve the programme's goals of safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
∎ Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
∎ Follow the safeguarding reporting procedure in case any reportable incident takes place and encourage others to do so.
Workplace:
∎ Work at office
Employment Status: Part Time
Job Location: Dhaka
Company Information:
∎ BRAC
∎ BRAC Centre, 75 Mohakhali, Dhaka-1212
∎ BRAC is an international development organisation founded in Bangladesh that partners with over 100 million people living with inequality and poverty globally to create sustainable opportunities to realise potential.
Address::
∎ BRAC Centre, 75 Mohakhali, Dhaka-1212
∎ BRAC is an international development organisation founded in Bangladesh that partners with over 100 million people living with inequality and poverty globally to create sustainable opportunities to realise potential.
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 17 Dec 2024
Category: Customer Support/Call Centre
