National Consultant (Call Centre Agent for Office of Registrar General)
Job Description
Title: National Consultant (Call Centre Agent for Office of Registrar General)
Company Name: E-Zone HRM Limited
Vacancy: 4
Job Location: Dhaka
Employment Status: Contractual
Experience Requirements:
∎ At least 2 year(s)
Job Context:
∎ E-Zone HRM Limited has a formal agreement with one of the United Nations Agency to provide outsourcing services under a third party contract.
∎ E-Zone HRM Limited is now accepting applications from Bangladeshi Nationals for the following vacancies under third party outsourcing contract modality:
∎ National Consultant (Call Centre Agent for Office of Registrar General)
∎ Duty Station: Dhaka-Office of Registrar General for Birth and Death Registration
∎ Contract Duration: 12 months
∎ Number of Vacancies: 4¬(Four)
∎ Contract Type: Contract with E-Zone
∎ Contract Start Date: 15th December 2021
∎ Reporting to: Child Protection Specialist, Child Protection Section of UN Agency Bangladesh
∎ Deputy Registration General of the Office of Birth and Death Registration
∎ A. Purpose: The purpose of this assignment is to support the Office of Registrar General for Birth and Death Registration by receiving calls and offering solutions/troubleshooting to the local offices involving birth and death registration.
∎ B. Objectives Purpose and Expected Results: The consultants will start working from 15th December 2021 until December 2022. She or He is expected to work directly with the ORG and support resolving queries from ORG`s system users, local registrars and other government officials involved in birth and death registration to offer support and solutions to their queries.
∎ C. Background: Birth registration is part of the fundamental rights of every human being and provides the legal identity and documentation warranted to every individual. Birth registration offers the right to nationality, school admission, health care, and access to different services like banking, issuance of national passport, property ownership, and voting rights. These statistics are critical to national planning and provide the best source of the denominator for all population-based targets and indicators.
∎ UN Agency supports the Office of Registrar General (ORG) for Birth and Death Registration in Bangladesh to strengthen the birth registration system as well as to promote and create demand for the service within 45 days of birth of children. Currently the ORG developed a new online birth and death registration information system to simplify business process and better data management. It is a web-based software to manage data centrally. UN Agency is supporting the ORG to make the system user friendly and efficient. The ORG`s system needs to be linked with other data bases such as vaccination database under EPI, database of pregnant and lactating mothers and education database. These linkages will leverage the rate of birth registration within 45 days of birth as it will not require additional effort from service providers as well as parents will not have to visit local registration offices several times to do registration. In addition, UN Agency is also supporting the ORG to build capacity of the user of the system and other key stakeholders at local level for smooth registration. The consultants to be hired under this TOR will support the ORG for receiving calls from ORG`s system users, local registrars and other government officials involved in birth and death registration to offer support and solutions to their queries.
Job Responsibilities:
∎ D. Description of Assignment: The consultant during the contracting period will support the the ORG to attend and offer support for queries from ORG's system users, local registrars and other government officials involved in birth and death. The consultants will be overall responsible in line with the jobs as mentioned below.
∎ To receive calls and provide accurate, satisfactory answers to queries and concerns.
∎ To de-escalate situations involving dissatisfied system users helping and supporting to resolve.
∎ To call local registrars and others who are related with Birth and Death Registration to inform them about the ORG's policies and system related issues under supervision for technical staffs at the ORG.
∎ To guide callers through troubleshooting, navigating the ORG's system or using the services.
∎ To review ORG's system user/client accounts, providing updates and information about registration processes and system navigation.
∎ To maintain liaison with field offices and technical team of the ORG where needed.
∎ To keep all the records of communication and problem solving as per the instruction of the Technical Team members of the ORG.
∎ To carry on call support activities by maintaining privacy and confidentiality.
∎ E. Deliverables:
∎ Support the Office of Registrar General for Birth and Death Registration by receiving calls and offering solutions/troubleshooting to the local offices involving birth and death registration.
∎ F. Consultancy Cost:
∎ The Consultant will get BDT 28,000.00 per month.
∎ If consultant required to travel outside their duty station, prior approval will be required, then travel and DSA costs will be reimbursed at actuals.
∎ Consultant will be responsible to pay all taxes as per government rules and regulations. E-Zone will make statutory deductions towards income tax as per government rules and regulations.
Additional Requirements:
∎ Minimum 2 years' working experience in relevant field (preferable Call center).
∎ Experience in Windows, Android OS and application, Office package and Computer Literary.
∎ Basic knowledge of the internet, network command, emailing, and browsing tools.
∎ Good communication skills, the ability to listen intently to customers as they describe their difficulties pairs nicely with clear communication skills.
∎ Fluent in Bangla and working knowledge in English.
∎ Birth and death registration domain knowledge.
∎ Ability to work under pressure.
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 4 Dec 2021
Company Information:
∎ 28 Nov 2021
∎ E-Zone HRM Limited
Category: Customer Support/Call Centre
:
Source: bdjobs.com
Deadline Expired on 4th Dec 2021
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