Call Center / Customer Support Executive

Job Description

Title: Call Center / Customer Support Executive

Company Name: Internet @ Home Limited

Vacancy: 2

Age: 18 to 28 years

Job Location: Dhaka

Salary: Tk. 12000 - 24000 (Monthly)

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, ISP
• Freshers are also encouraged to apply.

• Bachelor of Science (BSc) in Computer Science & Engineering
• Diploma in Computer

• 1 to 3 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, ISP
• Freshers are also encouraged to apply.

• Age 18 to 28 years

Client Relationship Management

• Serve as the primary point of contact for clients, ensuring a professional and empathetic service experience.

• Proactively follow up with customers to ensure satisfaction after a technical issue has been resolved.

• Maintain an accurate database of client history and recurring concerns to improve long-term retention.
  Issue Diagnosis & Escalation

• Perform initial screening of client complaints to identify the nature and urgency of the problem.

  Efficiently bridge the gap between the client and the technical department by translating client issues into actionable support tickets.

  • Monitor the status of pending "shifted" tickets to ensure the Support Team meets the SLA (Service Level Agreement) timelines.
    Communication & Reporting

    • Keep clients informed regarding the progress of their technical tickets and estimated resolution times.

    • Manage high-pressure situations by de-escalating frustrated clients through clear and transparent communication.

    • Provide daily reports to management on common client pain points and the efficiency of the support hand-off process.
      Key Requirements

      • Communication: Exceptional verbal and written communication skills.

      • Problem Solving: Ability to quickly categorize issues and route them to the correct department.

      • Reliability: Strong organizational skills to manage multiple open tickets simultaneously.

• Mobile bill,Performance bonus
• Lunch Facilities: Partially Subsidize
• Salary Review: Yearly
• Festival Bonus: 2