Job Description
Title: Senior Call Center Executive ( Fluent in English)
Company Name: BTM
Vacancy: 5
Age: 25 to 35 years
Location: Dhaka (GULSHAN 1)
Salary: Tk. 25000 - 40000 (Monthly)
Experience:
∎ 3 to 5 years
Published: 25 Apr 2025
Requirements:
Additional Requirements:
∎ 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.
∎ 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.
∎ Skills:
Responsibilities & Context:
∎ 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.
∎ 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.
Skills & Expertise:
Compensation & Other Benefits:
∎ Salary: Tk. 25,000 - 40,000 (Depending on skills and experience). Shift Timing: 3.00 PM to 11 PM (Day shift) and 7 PM to 4 AM(Night Shift), 6 days a week(4 Day shift and 2 night shift). Other benefits as per company policy.
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Dhaka (GULSHAN 1)
Company Information:
∎ BTM
∎ House- 53, Road 1, Niketon, Gulshan 1
Address::
∎ House- 53, Road 1, Niketon, Gulshan 1
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 30 Apr 2025
Category: Customer Support/Call Centre
