Senior Officer, Call Center

Job Description

Title: Senior Officer, Call Center

Company Name: bKash Ltd.

Vacancy: 1

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline

Experience Requirements:
∎ 2 to 4 year(s)
∎ The applicants should have experience in the following area(s): Call Centre Supervision/ Management
∎ The applicants should have experience in the following business area(s): Telecommunication, Banks

Job Responsibilities:
∎ Floor management as per Channel management operational requirement.
∎ Ensure call agent performance by monitoring their KPI's.
∎ Using problem-solving skills to handle difficult or irate channel partner/newly registered customers and resolve conflicts.
∎ Resolve Channel partners & newly registered customers QRC and provide input into tracking system according to established guidelines and ensure accurate records.
∎ On call assistance for call agent to manage channel partners QRC
∎ Live Call Handling as per defined KPI.
∎ Ensure Channel partners experience and insight capture.
∎ Maintain compliance as per company policies & procedures.
∎ Report Incidents immediately.
∎ Flag for new type of Agent fraud attempts in market.

Additional Requirements:
∎ Excellent Written & Verbal communication skill.
∎ Self-initiated learning orientation.
∎ Time management aptitude is essential.
∎ Ability to listen, understand and respond appropriately when interacting with individuals groups.
∎ High degree of personal initiative and achievement motivation, setting personal standards of excellence.
∎ Ability to maintain attention and complete assignments in time despite frequent stressful, emergency critical or unusual interruption
∎ Technical knowledge: Basic Computer knowledge & internet Applications
∎ Training [Preferred]: Not mandatory

Salary: Negotiable

Application Deadline: June 3, 2019

Company Information:
∎ bKash Ltd.
∎ Address : Shadhinata Tower, 1, Bir Sreshtha Shaheed Jahangir Gate, Dhaka Cantonment, Dhaka-1206
∎ Web : www.bkash.com
∎ Business : Mobile financial service

Category: Customer Support/Call Centre