Customer Service Executive – Contact Center (Contractual)
Job Description
Title: Customer Service Executive – Contact Center (Contractual)
Company Name: A Reputed Private Commercial Bank
Vacancy: --
Age: At most 32 years
Job Location: Anywhere in Bangladesh
Salary: Negotiable
Experience:
Published: 2026-01-14
Application Deadline: 2026-01-21
Education:
Graduation or Post-Graduation in Commerce/MBA/BBA from any UGC approved local or reputable foreign universities.
2–6 years of relevant experience in customer service, retention, customer activation, service quality, or customer experience management, preferably in the banking or NBFIs. Freshers can also apply.
Requirements:
Skills Required:
Additional Requirements:
- Age At most 32 years
Excellent command of both written and spoken Bengali and English.
Strong communication and interpersonal skills, with a proactive mindset and the ability to work under pressure and meet deadlines.
Customer-centric approach: empathetic, solution-oriented, comfortable with technology and virtual communication channels.
Computer skills (MS Office, chat/email platforms) and ability to learn banking/ contact-center systems quickly.
Strong analytical, problem-solving, and communication skills.
Analytical thinking with problem-solving ability and attention to detail.
Strong analytical and documentation skills: ability to summarize customer feedback, identify trends, and report to management.
High level of integrity, compliance awareness, and ability to maintain confidentiality of customer data.
Responsibilities & Context:
Customer Service Executive will act as the proactive interface between our bank and our customers in the digital/virtual channel environment. The incumbent will be responsible for engaging customers (via voice, chat, email as appropriate), identifying their needs, delivering solutions, gathering feedback/opinions, enabling service excellence, and supporting retention and growth of our customer base.
Key Responsibilities:
Receive inbound customer calls and ensure professional, courteous, and prompt handling of all interactions.
Communicate effectively with customers to understand their needs, resolve queries, and provide accurate information.
Deliver timely services and maintain high standards of First Contact Resolution (FCR).
Promote and cross-sell banking products and services to customers during interactions.
Identify opportunities to up-sell relevant products based on customer profiles and requirements.
Introduce and explain new products, propositions, campaigns, and offerings to enhance customer engagement and bank revenue.
Record, track, and follow up on customer requests, complaints, and feedback until resolution.
Maintain accurate documentation and ensure compliance with internal policies, banking regulations, and data privacy standards.
Collaborate with other departments to resolve complex customer issues and ensure seamless service delivery.
Participate in training programs to continuously improve product knowledge, communication skills, and service techniques.
Contribute to process improvements, customer engagement strategies, and operational efficiency initiatives.
Work as part of a team for contact center environment, share best practices, contribute to knowledge base.
Meet performance targets (customer satisfaction, retention, cross-sell, service quality metrics).
Achieve Key Performance Indicators (KPIs) related to customer engagement, service quality, satisfaction scores, productivity, and business growth targets as defined by management.
Any other task assigned by competent authority.
Job Other Benifits:
Employment Status: Contractual
Job Work Place: Work at office
Company Information:
Gender: Male and Female can apply
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Category: Bank/ Non-Bank Fin. Institution
