Senior Officer, Digital Service Experience & e-KYC Management

Job Description

Title: Senior Officer, Digital Service Experience & e-KYC Management

Company Name: bKash Ltd.

Vacancy: 2

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): Customer Service
∎ The applicants should have experience in the following business area(s): Telecommunication, Banks, Cellular Phone Operator

Job Responsibilities:
∎ Ensure Shift wise KPI through people management.
∎ Ensure ease of access at digital service platform (Social Network, messaging platform, e-mail etc) through service executive availability as per roster plan.
∎ Coordinate with relevant stake holders to ensure smooth digital service operations.
∎ Ensure team members performance by monitoring KPI's and provides coaching to Ensure successful outcome.
∎ Live Chat monitoring.
∎ Escalate business critical Issues to relevant stake holders.
∎ Prepare and share shift performance report to management.
∎ Notify shift team members regarding required action points.
∎ Ensure customer excellence through insight management at digital platform.
∎ Maintain compliance as per company policies & procedures.

Additional Requirements:
∎ Self-initiated learning orientation.
∎ High degree of personal initiative and achievement motivation, setting personal standards of excellence.
∎ Communication skill specially ability to listen, understand and respond appropriately when interacting with individuals/ groups.
∎ Time management aptitude is essential.
∎ Ability to maintain attention and complete assignments in time despite frequent stressful, emergency critical or unusual interruption.
∎ Team lead experience is preferred.

Salary: Negotiable

Application Deadline: December 19, 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