Customer Support Agent (Remote)

Job Description

Title: Customer Support Agent (Remote)

Company Name: BankSia Limited

Vacancy: 2

Age: 18 to 35 years

Job Location: Anywhere in Bangladesh

Salary: Tk. 16000 - 32000 (Monthly)

Experience:

• 1 to 5 years
• The applicants should have experience in the following business area(s): Travel Agent, Real Estate, Call Center
• Freshers are also encouraged to apply.

• HSC
• A Level
• Diploma
• Bachelor/Honors

• 1 to 5 years
• The applicants should have experience in the following business area(s): Travel Agent, Real Estate, Call Center
• Freshers are also encouraged to apply.

• Age 18 to 35 years

We are a UK-based property management company seeking Customer Support Agents based in Bangladesh to join our growing remote team.
We have two vacancies available:

• 1 Full-time position (40 hours per week)

• Or 2 Part-time positions (20 hours per week each)

The role involves providing comprehensive operational, administrative, and guest support for our short-term rental properties in the UK. You will work remotely, covering UK business hours on a rotational 2-week rota, with shifts including:

• 9am–5pm

• 10am–6pm

• 11am–7pm

• 12pm–8pm

• 5pm–1am
  
  Days: Monday to Sunday (rotational schedule)

Key Responsibilities

1. Property & Task Management

• Manage assigned operational tasks via Monday.com, including council tax, broadband orders, staff rotas, directories, utilities, compliance, purchases, laundry inventory, housekeeping inspections, and short-term rental (STR) extras.

• Complete all assigned tasks within deadlines and take ownership of responsibilities.

2. Maintenance & Invoicing

• Identify maintenance or repair needs within properties and raise detailed work orders using Arthur CRM.

• Assign and track work orders, liaising with contractors and internal teams to ensure timely completion.

• Maintain a clear log of all maintenance activity in the system.

• Create and issue invoices for completed maintenance jobs within 24–48 hours of completion (or sooner if requested).

3. Housekeeping Management

• Coordinate cleaning schedules with the housekeeping team to ensure smooth property turnovers between guest stays.

• Manage laundry inventory and maintain adequate stock levels.

• Conduct regular quality checks to uphold high standards of cleanliness and presentation.

4. Utility Management

• Manage and monitor energy, water, council tax, and broadband accounts for all properties.

• Ensure all utility accounts remain active, correctly billed, and updated as per occupancy.

• Troubleshoot broadband issues and liaise with providers where necessary.

5. Guest Management & Communication

• Use platforms including Booking.com, Expedia, Hostaway, Airbnb, Siteminder, Text Magic, Gmail, Missive, WhatsApp, and Keynest to manage guest bookings, modifications, and cancellations.

• Communicate promptly and professionally with guests, providing check-in details, confirming booking information, and responding to enquiries.

• Request and verify guest IDs and deposits ahead of arrivals, following company procedures.

6. Guest Support

• Provide efficient and professional assistance to guests through multiple communication channels (phone, email, messaging apps).

• Use Imou, Ring, and Switchbot to provide remote support for property access and issue resolution.

• Escalate complex matters to the relevant booking platform or management when necessary.

7. Check-in/Check-out Procedures

• Generate and issue unique access codes for guests via TT Lock/Remote Lock and coordinate with housekeeping and contractors accordingly.

• Ensure all guest communication templates are up to date and customised for each booking.

8. Other Tools & Platforms

• Handle incoming calls through Zoom, ensuring professionalism and timely follow-up on missed calls.

• Manage email communication via Missive, responding and assigning messages within two consecutive shifts.

• Process guest and tenant payments and refunds via Stripe, adhering to company policies.

• Perform ad-hoc administrative tasks on local authority and other relevant websites.

• Communicate effectively with team members via Gmail and WhatsApp.

9. General Responsibilities

• Provide detailed handover notes and updates to ensure smooth shift transitions.

• Follow security and IT protocols using TeamViewer and Proton VPN as instructed.

• Make authorised purchases via Wise on behalf of the company when required.

• Meet all deadlines and Service Level Agreements (SLAs); performance will be reviewed monthly.

Place of Work

• Remote (Bangladesh-based applicants only)

Working Hours

• Full-time (40 hours per week) or Part-time (20 hours per week)

• UK working hours, rotational shifts (Mon–Sun, 2-week rota)

Leave Entitlements

• 12 days of annual leave (exclusive of public holidays)

• Paid public holidays

• Up to 7 days of paid sick leave per year, subject to timely notification and compliance with company policy

Requirements

• Strong written and verbal communication skills in English

• Previous experience in customer service, property management, or hospitality preferred

• Proficiency with digital tools such as Monday.com, Arthur CRM, Zoom, Gmail, and WhatsApp

• Excellent organisational skills and attention to detail

• Ability to work independently and collaboratively within a remote team

• Reliable internet connection and a suitable home working environment

If this role sounds like the perfect fit for you,send your CV to

recruit@banksialondon.com

We can’t wait to meet you!

• Weekly 2 holidays,Over time allowance
• Salary Review: Yearly
• Festival Bonus: 2

Why Join with us? Flexible work environment (Remote). Opportunity to grow with a skilled and passionate team. Competitive salary and growth opportunities. Extra time bonus