Call Center Executive / Senior Executive

Job Description

Title: Call Center Executive / Senior Executive

Company Name: M2M Communications Ltd.

Vacancy: --

Age: At least 24 years

Job Location: Anywhere in Bangladesh

Salary: --

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Bachelor/Honors

• Bachelor's Degree in computer science, Electrical & Electronics Engineering, or a related IT field.

• At least 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Age At least 24 years

Qualifications

• For Call Center Executive: Fresh graduates with strong analytical, communication, and problem-solving skills are encouraged to apply.
• For Senior Executive: Candidates must have a minimum of 2 years of relevant experience in a call center or customer service environment.
• Basic understanding of networking.
• Good communication skills in both Bangla and English (spoken and written).
• Proficient in MS Office / Google Workspace (Docs, Sheets, Gmail).
• Previous call center/customer service experience will be an advantage.

Core Competencies

• Strong analytical and problem-solving ability.
• Customer-focused attitude with patience and professionalism.
• Ability to multitask and work under pressure.
• Accurate data entry and reporting discipline.
• Team collaboration and coordination skills.
• Flexibility to work in rotational shifts, including nights and weekends.

Department: Customer Support

Job Summary

M2M Communications Ltd.is looking for motivated and customer-focused Call Center Executives to join its Vehicle Tracking Service (VTS) team.

As VTS operates as a continuous service, employees will work under a 3-roster rotational shift system - Morning, Evening, and Night. Candidates should have good communication skills in Bangla and English, basic computer knowledge, strong customer-handling ability, and a willingness to work in a shift-based environment.

This is an opportunity to build a career in customer service, technology, and vehicle tracking operations within a professional and growth-oriented organization.

Key Responsibilities

• Handle inbound and outbound calls from VTS customers.

• Provide support regarding vehicle tracking, GPS devices, SIM, and tracking platform.

• Assist customers with vehicle location and tracking-related queries.

• Receive and resolve customer complaints and service requests.

• Handle emergency calls and coordinate with the team concerned when required.

• Follow up on installation, device, connectivity, and service-related issues.

• Coordinate with technical, field, and operations teams for issue resolution.

• Maintain accurate records of customer calls and service requests.

• Provide timely updates to customers and ensure a positive customer experience.

• Answer incoming calls promptly and courteously, following approved call scripts and service protocols.

• Communicate through multiple channels, including phone, email, WhatsApp, Messenger, and live chat.

• Log all customer interactions, complaints, and service tickets accurately in the CRM or partner portal.

• Provide first-level technical guidance for related service issues.

• Prepare daily and weekly reports covering installations, downtime, and feedback status.

• Document all customer communications and resolutions for audit and compliance.

• Follow escalation protocols for unresolved technical or service-impacting issues.

• Handle retention and churn-risk customers with care to maintain satisfaction.

• Send customized communication to priority or corporate clients as needed.

Salary

• Call Center Executive Salary: BDT 14,000-16,000 per month

• Senior Executive Salary: BDT 20,000-25,000 per month