Customer Engagement Executive
Job Description
Title: Customer Engagement Executive
Company Name: Contrivance International Limited
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Bachelor degree in any discipline
Experience Requirements:
∎ At least 1 year(s)
Job Context:
∎ You will be the virtual Customer Service Voice for a fast-growing Electronics Retail. It’s an office-based role.
∎ The primary responsibilities are receiving inbound calls, making outbound calls, organizing online queries and replying to them (Web & Social Media), editing front-end website information, and being the bridge between other departments and Online/Offline customers.
∎ No direct customer interaction is required at this point. You will manage all queries virtually for now. Office time is typically 9:30 am - 6:30 pm (Subjected to change).
∎ Prior customer service and over-the-phone persuasion/ sales experience is appreciated. Freshers with CS experience or Graduates with 1 year of experience are also welcome to apply.
Job Responsibilities:
∎ 1. Managing inbound and outbound customer service calls and Social Media, Web Chat Queries in a timely manner.
∎ 2. Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services
∎ 3. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
∎ 4. Engaging in active listening with callers, confirming or clarifying information as needed.
∎ 5. Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
∎ 6. Editing the front-end content (Text, image) for the company website.
∎ 7. Coordinating with internal stakeholders to resolve customer queries.
∎ 8. Keep records of all conversations in our call center database in a comprehensible way.
∎ 9. Building a response template database based on the service provided.
∎ 10. Meeting KPI and SQI and meeting management’s expectations.
∎ 11. Other duties & responsibilities as may be assigned by the Management.
Additional Requirements:
∎ Age at most 30 years
∎ ? The candidate should have the mentality to perform shifting duty.
∎ ? Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
∎ ? Commendable typing speed and accuracy in customer query writing.
∎ ? Ability to understand company products, services, and policies.
∎ ? Proficiency with computers, especially with CRM/ ERP and Chat software
∎ ? Ability to ask prying questions and diffuse tense situations.
∎ ? Persuasion Ability, can handle critical situations over the phone with EQ.
∎ ? Strong time management and decision-making skills.
∎ ? Adaptability and accountability.
∎ ? Fluency in Bangla and English language may be desired.
Salary: Negotiable
Compensation & Other Benefits:
∎ Salary Review: Yearly
∎ Festival Bonus: 2
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 20 Mar 2023
Company Information:
∎ 9 Mar 2023
∎ Contrivance International Limited
∎ Address : Sel Rose N Dale, 116 Kazi Nazrul Islam Avenue, Dhaka 1205
∎ Web : https://www.contrivance-bd.com/
Category: Customer Support/Call Centre
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