Senior Call Center Executive (English Speaker)

Job Description

Title: Senior Call Center Executive (English Speaker)

Company Name: BTM

Vacancy: 4

Age: 25 to 35 years

Job Location: Dhaka (Niketan)

Salary: Tk. 25000 - 40000 (Monthly)

Experience:

• 3 to 5 years

• Bachelor’s degree in any discipline, preferably with a background in English. A Master’s degree is a plus.

• 3 to 5 years

• Age 25 to 35 years

• At least 3 years of experience in a call center or customer service role, preferably in the travel industry.
• Females are highly encouraged to apply.
• Separate accommodation and transport will be provided for female employees working night shifts.

Skills:

• Advanced fluency in English (both spoken and written).
• Strong leadership and team management abilities.
• Excellent communication skills, particularly in handling international clients.
• Ability to work under pressure and handle complex situations.
• Proficiency in CRM software and call center technologies.
• Willingness to work night shifts and weekends on a rotational basis.

Job Context:

British Travel Management, a leading travel agency, is committed to delivering superior customer service to our clients. We are looking for a highly skilled and experienced Senior Call Center Executive to manage and lead our call center operations, ensuring top-notch communication with international clients.

Job Responsibilities:

• Manage and oversee the day-to-day operations of the call center, ensuring efficient service delivery.
• Lead and mentor the call center team to maintain high standards of performance.
• Handle escalated customer inquiries and provide resolutions promptly.
• Ensure the team meets key performance metrics and service level agreements (SLAs).
• Communicate effectively with international clients, providing assistance and information.
• Implement best practices to improve call center processes and customer satisfaction.
• Prepare reports on call center performance and present findings to management.
• Work collaboratively with other departments to ensure seamless service delivery.
• Conduct regular training sessions to enhance team skills, particularly in English communication.
• Maintain a positive and motivating work environment.

Salary: Tk. 25,000 - 40,000 (Depending on skills and experience). Shift Timing: 2.30 PM to 11 PM (Day shift) and 6 PM to 3 AM(Night Shift), 6 days a week. Other benefits as per company policy.