Job Description
Title: Team Lead - Digital (Customer Experience) Night Shift
Company Name: Daraz Bangladesh Ltd.
Vacancy: Not specific
Job Location: Dhaka (Tejgaon)
Employment Status: Full-time
Educational Requirements:
∎ Bachelor degree in any discipline
∎ Skills Required: Fluent In English, Professional English Writing, Strong communication skills , Very good skill in typing
Experience Requirements:
∎ 2 to 3 year(s)
∎ The applicants should have experience in the following area(s):
Call Centre Supervision/ Management, Customer Service
Job Responsibilities:
∎ Monitoring and driving individual and team performance, usually against a set of key performance indicators (KPIs).
∎ Preparing weekly reports for the Line Manager.
∎ Ongoing coaching and development of your team.
∎ Ongoing motivation of your team to ensure a positive mindset and customer-focused attitude remains throughout.
∎ Diffusing angry customers and handling issues that cannot be fielded by representatives/ATL’s,.
∎ RCM: Checking replies of email/Chat/social wall and giving feedback to Agents on how they can improve, Day-to-day session with the underperformers.
∎ Identifying and addressing any people's issues, and being a pillar of support for team members.
∎ Attending “huddles” and keeping the team updated.
∎ Preparing Rosters .
∎ Making Mystery Chats.
∎ Leave approvals .
∎ Managing overtime .
∎ Completing tasks, assigned by the superiors.
Additional Requirements:
∎ Age 23 to 35 years
∎ Both males and females are allowed to apply
∎ Minimum 2 to 3 years of working experience in relevant field. (Working experience in Call center & Customer Services).
∎ Excellent Communication skills in English & Bangla (Speaking & Writting)
∎ Proficient in Microsoft office, Specially in Excel & PPT.
∎ Working knowledge with reporting tools.
∎ Should have mind set to work in Night Shift.
∎ Self-starter with excellent organisational skills.
∎ Ability to get hands-on in a complex operational environment.
∎ Must be process oriented and a logical thinker with good attention to detail.
∎ Logical thinking process, fast learner, leadership skills.
∎ Be enthusiastic, responsible, efficient, can work under pressure.
∎ Reliable and good team player who enjoys a fast-paced environment
Salary: Negotiable
Compensation & Other Benefits:
∎ As per company policy.
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 31 May 2023
Company Information:
∎ 2 May 2023
∎ Daraz Bangladesh Ltd.
∎ Address : Asfia Tower, House 76, Road 11, Block E, Banani, Dhaka
∎ Web : https://www.daraz.com.bd/?gclid=CNTp2Jnwk9ICFQGhaA
∎ Business : Daraz is the leading online marketplace in South Asia, empowering tens of thousands of sellers to connect with millions of customers. Daraz provides immediate and easy access to 10 million products in more than 100+ categories and delivers more than 2 million packages every month to all corners of its countries. Daraz is a mall, a marketplace and a community for its customers. It is also a university for entrepreneurs, and every month it educates more than 5,000 new sellers on e-commerce operations. To overcome the logistics challenge in its markets, Daraz has built its own logistics company specifically designed for e-commerce operations - Daraz Express (known as DEX) - to raise the standards for the industry. Daraz is also helping existing and new logistics providers digitize. In 2018, Daraz was acquired by Alibaba Group, and is proud to carry its part of the mission to `make it easy to do business anywhere in the era of the digital economy`. As part of the Alibaba ecosystem, Daraz is leveraging Alibaba’s global leadership and experience in technology, online commerce, mobile payments and logistics to drive growth in its markets.
Category: Customer Support/Call Centre
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