Incharge (Call Centre & Customer Relation)
Job Description
Title: Incharge (Call Centre & Customer Relation)
Company Name: Walton Hi-Tech Industries Ltd.
Vacancy: 1
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Masters degree in any discipline, Master of Business Administration (MBA)
Experience Requirements:
∎ 5 to 7 year(s)
Job Responsibilities:
∎ Supervise all activities of Call Center and Customer Relation Section.
∎ Recommend potential products or services to management by collecting customer information and analyzing customer needs.
∎ Prepare product or service reports by collecting and analyzing customer information.
∎ Contribute to team effort by accomplishing related results as needed.
∎ Manage large amounts of incoming calls.
∎ Supervising and Coordinating of Customer Relation Executives and others administrative support to CREs.
∎ Training Support, Information, Quality Assurance for Customer Relation Executives.
∎ To attend, follows up & resolves customer complaints.
∎ To act as a source of information and answers executive questions, assigns tasks, follows up and gives instructions as necessary.
∎ To carry out supervision, coaching, call monitoring, training, reviewing and disciplining of all executive.
∎ To Identify and finalize quality benchmark for key activities of Call Center Operation.
∎ To supervise, plan and manages functions related to Call Center work area. Oversees and directs the day-to-day activities of call center executive.
∎ To ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
∎ To monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
∎ To monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies.
∎ To prepare answers of questions and recommendation corrective services to address customer complaints.
∎ To Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
∎ To Implement new techniques for call center related task.
∎ To determine work procedures, prepares work schedules and expedites workflow.
∎ To Report to Head of Service and Management time to time.
Additional Requirements:
∎ Age 30 to 35 years
∎ Appropriate Knowledge on leadership, Communication and process development etc. Good command on office applications (MS Word, MS Excel, MS Outlook etc.)
∎ Good interpersonal, analytical & communication skill, problem solving, leadership skill as well as organizational skills.
∎ Should have proper knowledge about KPI.
Salary: Negotiable
Application Deadline: September 30, 2019
Company Information:
∎ Walton Hi-Tech Industries Ltd.
∎ Address : Dhaka Corporate Office: Plot-1088, Road # 80ft-2, Block-I, Bashundhara R/A, P.O- Khilkhet, P.S-Vatara, Dhaka-1229.
∎ Web : www.waltonbd.com
Category: Customer Support/Call Centre
Source: bdjobs.com
Deadline Expired on 30th Sep 2019
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