Executive / Senior Executive – Customer Support (Outbound)

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.