Executive / Senior Executive – Customer Support (Outbound)

Job Description

Title: Executive / Senior Executive – Customer Support (Outbound)

Company Name: Bijoy Online Limited

Vacancy: 1

Age: At least 22 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Telecommunication, IT Enabled Service, ISP
• Freshers are also encouraged to apply.

• Bachelor of Science (Pass) in Computer Science & Engineering, Electrical & Electronic Engineering

• 1 to 3 years
• The applicants should have experience in the following business area(s): Telecommunication, IT Enabled Service, ISP
• Freshers are also encouraged to apply.

• Age At least 22 years

• Excellent verbal communication, interpersonal, and customer relationship management skills with good command of Bangla and English.

• Ability to communicate professionally and confidently over the phone and handle difficult or dissatisfied customers effectively.

• Strong listening, analytical, problem-solving, follow-up, and time-management skills.

• Basic understanding of ISP/Internet services and common customer connectivity issues.

• Proficiency in CRM, ticketing systems, MS Office, Google Workspace, or similar customer-support tools.

• Ability to maintain accurate customer records, documentation, and service-related information.

• Ability to work under pressure, achieve daily/monthly performance targets, and work in shifts including weekends or holidays when required.

• Strong teamwork, coordination, and cross-functional communication skills.

• Make outbound calls to customers regarding service quality, complaints, network issues, pending requests, renewals, package information, and customer satisfaction.

• Proactively follow up with customers experiencing service interruptions, connectivity issues, or unresolved complaints to ensure timely resolution and satisfaction.

• Identify customer concerns, requirements, and dissatisfaction, provide appropriate information, and coordinate with relevant teams for effective solutions.

• Coordinate with Technical, NOC, Support, Billing, Sales, and Operations teams to resolve customer issues and ensure proper follow-up until closure.

• Escalate technical, billing, service, or operational issues to the concerned department when required.

• Maintain accurate records of outbound calls, complaints, customer feedback, follow-ups, and resolutions in the CRM or designated system.

• Handle dissatisfied or difficult customers professionally and support customer retention by identifying service concerns and customers at risk of leaving.

• Prepare regular reports on outbound activities, complaints, follow-ups, customer satisfaction, and retention performance.

• Maintain customer confidentiality, follow company policies and service standards, and perform other customer-support-related duties assigned by management.

• Tour allowance,Mobile bill
• Lunch Facilities: Partially Subsidize
• Salary Review: Yearly
• Festival Bonus: 2

• Career Growth & Internal Mobility - Clear career progression and opportunities for internal movement across functions/business units.

• Learning & Development - Professional training, leadership development, technical learning and continuous upskilling opportunities.

• Collaborative Work Environment - Supportive, respectful and team-oriented workplace culture.

• Performance-Based Growth - Recognition and career advancement linked to performance and contribution.

• Exposure to Diverse Businesses - Opportunity to work across multiple industries, projects, functions and business units.

• Leadership Exposure - Opportunities to work with experienced professionals and senior leadership.

• Employee Wellbeing - Initiatives supporting physical, mental and overall employee wellbeing.