Customer Care Executive / Team Leader

Job Description

Title: Customer Care Executive / Team Leader

Company Name: Cherry Enterprise

Vacancy: 15

Job Location: Dhaka

Employment Status: Full-time, Contractual

Educational Requirements:
∎ HSC, A Level
∎ Skills Required: Customer Care, Leadership, Strong communication skills , Team player

Experience Requirements:
∎ At least 1 year(s)
∎ The applicants should have experience in the following area(s): BPO, call centre executive, Call Centre Supervision Management, Customer Care

Job Context:
∎ We are an energetic, vibrant and people-oriented BPO start-up that is looking for Fee similarly energetic, customer-oriented, well-spoken, ambitious, disciplined and db positive-thinking team players who strive for growth and continuous improvement.
∎ We focus on employee engagement and development while the heart of our business is our customers and clients. Being able to provide a premium support experience to customers through call, email, messaging and chat is a prerequisite to attaining this job.
∎ We are an avid believer in the quote "Clients do not come first. Employees come first. If you take care of your employees, they will take care of your clients." We will provide ample support in developing the desired skills and we only ask for smiling customers in return.
∎ In addition, orientation will include paid training followed by a 3-month probation period. Individual performance during the probation period will be assessed and the next course of action will be determined based on the performance.

Job Responsibilities:
∎ Providing exemplary support experience when customers call, email, message and chat with us.
∎ Understanding and/or Identifying customers' enquiries, requests, needs, and complaints to provide the simplest and the best solutions to customers.
∎ Conduct independent research if required.
∎ Ensuring First Contact Resolution of every customer contact where possible. Promptly and rigorously following up with stakeholders if needed.
∎ Engage customers by going the "extra mile" whenever possible.
∎ Ensuring personal Key Performance Indicators (KPI)s are in check. This includes; but is not limited to; adherence to schedule, average handling time, average productivity, quality assurance compliance, customer satisfaction scores etc.
∎ Providing constructive feedback to supervisor and management for improvement of the team, department and company.
∎ Working as a team and FOR the team.

Additional Requirements:
∎ Both males and females are allowed to apply
∎ Ensuring the entire team is engaged within, with the company and the client.
∎ Ensuring team's morale is high and stress level stays in check.
∎ Ensuring team meets all the contractual and non-contractual KPIs.
∎ Ensuring regular and random Quality Assurance audits are done and documented.
∎ Being the Subject Matter Expert about products, processes and policies established by the client.
∎ Ensuring processes and policies are reviewed regularly to.
∎ Managing the Knowledge Bank.

Salary: Negotiable

Compensation & Other Benefits:
∎ Over time allowance
∎ Salary Review: Yearly
∎ Festival Bonus: 1

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 28 Sep 2021

Company Information:
∎ 31 Aug 2021
∎ Cherry Enterprise
∎ Address : Road-24, House-18, Block-K, Banani, Level-4

Category: Customer Support/Call Centre

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