Call Center And Customer Support Representative

Job Description

Title: Call Center And Customer Support Representative

Company Name: Medical tourism

Vacancy: 3

Age: Na

Job Location: Dhaka (Banani)

Salary: Tk. 12000 - 15000 (Monthly)

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): Travel Agent, Tour Operator, Immigration/Visa Processing
• Freshers are also encouraged to apply.

• Higher Secondary

• At least 2 years
• The applicants should have experience in the following business area(s): Travel Agent, Tour Operator, Immigration/Visa Processing
• Freshers are also encouraged to apply.

• Only Female

We are looking for a dedicated and customer-focused Call Center & Customer Service Agent to handle inbound and outbound communications, manage customer inquiries, and ensure a high level of customer satisfaction. The role involves responding to calls, messages, and emails, following up with leads, and supporting customers throughout their journey.

Key Responsibilities

1. Customer Interaction

• Handle inbound and outbound calls professionally

• Respond to customer inquiries via phone, email, WhatsApp, and social media

• Provide accurate information about products/services

• Maintain a polite, empathetic, and helpful tone at all times

2. Lead Management & Follow-up

• Follow up with new and existing leads regularly

• Convert potential leads into customers through proper communication

• Maintain daily follow-up schedules

• Track lead status and update CRM system

3. Customer Support & Issue Resolution

• Identify customer needs and provide appropriate solutions

• Handle complaints efficiently and escalate when necessary

• Ensure timely resolution of issues

• Maintain customer satisfaction and retention

4. CRM & Documentation

• Record all interactions in CRM software (e.g., GHL, HubSpot, etc.)

• Update customer data accurately

• Maintain call logs and reports

• Assist in improving CRM workflows

5. Coordination & Reporting

• Coordinate with internal teams (sales, operations, support)

• Provide daily/weekly performance reports

• Share customer feedback with management

Key Performance Indicators (KPIs)

• Response time (speed of answering calls/messages)

• Lead conversion rate

• Customer satisfaction score (CSAT)

• Follow-up completion rate

• Call handling time

• Issue resolution time

Required Skills & Qualifications

• Minimum HSC / Bachelor’s degree preferred

• Strong communication skills (Bengali & basic English)

• Good listening and problem-solving ability

• Basic computer skills (MS Office, CRM tools)

• Ability to handle pressure and multitask

• Positive attitude and customer-first mindset

Preferred Qualifications

• Previous experience in call center / customer service

• Experience with CRM tools (e.g., GoHighLevel, Salesforce)

• Experience in sales or telemarketing

Working Conditions

• 8-hour shift (rotational if required)

• 6 days a week (1 day off)

• Office-based / Remote (depending on company policy)

Compensation & Benefits

• Competitive salary

• Performance bonuses (based on KPIs)

• Training and career growth opportunities

Behavioral Expectations

• Professional and punctual

• Strong follow-up discipline

• Ability to handle difficult customers calmly

• Team player with a proactive mindset

• Mobile bill,Performance bonus
• Salary Review: Yearly
• Festival Bonus: 2