Job Description
Title: Senior Executive / Assistant Manager - Customer Service (Bilingual: Bangla-English)
Company Name: Rivertel Ltd
Vacancy: 10
Job Location: Anywhere in Bangladesh
Employment Status: Full-time, Part-time
Experience Requirements:
∎ At least 2 year(s)
Job Context:
∎ Part-time/Full-time flexibility.
∎ 9-hour shifts, 3-6 days a week.
∎ Typical hours: 8 PM to 5 AM (may adjust for daylight savings).
∎ Join Rivertel as a Senior Executive/Assistant Manager in Customer Service, where you play a pivotal supervisory role. Be the expert on our products and the technology that powers them, addressing advanced issues and crafting solutions. Thrive in a dynamic, high-growth setting that values innovation and teamwork.
Job Responsibilities:
∎ Respond swiftly to support queries about technical errors, service issues, and software defects.
∎ Deliver post-sales technical solutions and communications, including training support staff, to boost efficiency and the Rivertel customer experience.
∎ Analyze complex customer issues to identify and resolve the root causes.
∎ Provide immediate solutions and strategize long-term fixes.
∎ Ensure the support team manages problems efficiently and responds in a timely manner.
∎ Track concerns requiring extra support and share insights for product planning.
∎ Excel in customer support and relationship management.
∎ Act as a product functionality expert to drive customer-centric solutions.
∎ Assess and manage service delivery incidents effectively.
∎ Address issues quickly, adhering to Service Level Agreements (SLAs).
∎ Offer interim solutions to remove user obstacles.
∎ Report and resolve technical issues with third-party vendors.
∎ Identify patterns affecting user experience and communicate them to the product development team.
∎ Lead user communications.
Additional Requirements:
∎ Fluency in English (spoken, written).
∎ Collaborative mindset, working with Tech Support, Development, and other service teams.
∎ Robust work ethic, positive outlook, and commitment to night shift hours.
∎ Confidence in making and receiving calls.
∎ Adaptability to a fast-paced work environment.
∎ Proficiency in general computer use, Google Suite, and MS Office.
∎ Experience in web/software development and service delivery.
∎ Independent, creative problem-solving skills.
∎ Ability to translate technical terms into simple language.
∎ Technical proficiency and a keen interest in software topics.
∎ Strong analytical and debugging skills.
∎ Exceptional communication skills in English.
∎ Willingness to work night shifts.
∎ Minimum 2 years' relevant experience (flexible for outstanding candidates).
∎ Experience working with startups will be considered an added advantage.
Compensation & Other Benefits:
∎ Competitive pay (30k-60k).
∎ Gratuity.
∎ Career development resources.
∎ Balanced work-life with regular 9-hour shifts, 3-6 days a week.
∎ Supportive workplace.
∎ Flexible leave policy.
∎ Exposure to cross-cultural teams.
∎ Annual reviews and potential raises.
∎ Festival bonus.
∎ Employee transport options (subject to availability).
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 15 Dec 2023
Company Information:
∎ 19 Nov 2023
∎ Rivertel Ltd
Category: Customer Support/Call Centre
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