Job Description
Title: Manager/ Sr Manager, Customer Support!
Company Name: A leading ISP
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Bachelor of Science (BSc) / Master of Science in CSE/CIS/ETE/ECE/ICT.
∎ Preferred Professional Certification: CCNP,CCNA
Experience Requirements:
∎ 8 to 12 year(s)
∎ The applicants should have experience in the following area(s):
Customer Support
∎ The applicants should have experience in the following business area(s):
ISP
Job Responsibilities:
∎ Monitoring and coordinate the customer support team.
∎ Monitor the customer support department’s day-to-day functions and identify loopholes to rectify.
∎ Support and service focal of BRAC last mile connectivity
∎ Improving customer service procedures, policies and standards for the organization.
∎ Follow up other technical teams and identify their issues to make sure customer service is optimum.
∎ Participation of any decision-making agenda within ISP operation.
∎ Direct and coordinate a team of technical support/helpdesk agents.
∎ Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis."
∎ Identify and resolve any burning issues with team leaders and department head.
∎ Taking ownership of customers issues and following problems through to resolution including
∎ complex issues and escalation.
∎ Identify and implement strategies to improve quality of service and productivity with focus on teamwork, service excellence and ownership for resolving customer issues.
∎ Optimizing call productivity, achieving correct quality standards and minimizing costs."
∎ Identify and address staff training and coaching needs, mentor and develop customer service
∎ agents and nurture an environment where they can excel through encouragement to deliver high
∎ standard customer service.
∎ Train agents on how to adequately address problem over the phone or how to write
∎ correspondence.
∎ Implement Customer Support dashboard for easy understanding of complaint trends. Also
∎ preparing reports when required."
∎ Regularly analyze and review customer service records and statistics to compile comprehensive reports for the management.
Additional Requirements:
∎ Age 33 to 40 years
∎ Both males and females are allowed to apply
∎ Excellent communication and interpersonal skills
∎ Strong leadership and organizational skills, with proven ability to manage and inspire a team
∎ Strong analytical and problem-solving abilities, with a keen attention to detail
∎ Proficient in customer service software applications, CRM platforms, and ticketing systems (e.g.,
∎ Helpdesk, Zoho, Freshdesk, etc.)
∎ Understanding of ITIL service management practices
∎ Knowledge of latest trends and technologies in customer service management
∎ Fluency in English, both verbal and written.
∎ Proficient knowledge of Office 365 desktop and cloud applications (including but not limited to Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive).
Salary: Negotiable
Compensation & Other Benefits:
∎ T/A, Mobile bill, Profit share, Provident fund, Weekly 2 holidays, Insurance, Gratuity
∎ Salary Review: Yearly
∎ Festival Bonus: 2
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 23 Jun 2023
Company Information:
∎ 12 Jun 2023
∎ A leading ISP
Category: IT/Telecommunication
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