Job Summary
Published On : May 29, 2025
No. of Vacancies : Not Specific
Job Type :
Full Time
Job Level :
Experience : At least 1 year
Location : Dhaka (Mirpur 2)
Salary Range:
Negotiable
Application Deadline : Jun 16, 2025
Executive -Call Center (Voice & Omni-Channel)
Nexdecade Technology (Pvt.) Ltd
No. of Vacancies
Not Specific
Job Description / Responsibility
- Department: Customer Service and Experience
- Reports to: Team Lead / Supervisor
- Shift Type: Roster-based, including weekends and holidays. Dynamic shifts - Morning, Evening, and Night (applicable for male candidates only).
- Job Summary
- We are looking for a Customer Service Executive with excellent communication skills, proper pronunciation, and strong ownership to deliver exceptional service across voice and digital channels. The role requires managing inbound/outbound calls, as well as handling chats, emails, and social media queries in a timely and professional manner.
- Responsibilities
- Voice Communication (Inbound & Outbound):
- Answer incoming calls promptly and professionally following company call scripts and protocols
- Make outbound calls for upsell, follow-ups, feedback, reminders, and promotions
- Handle customer inquiries, complaints, and service requests with patience and empathy
- Ensure first-call resolution (FCR) and minimize average handling time (AHT)
- Escalate complex issues to the appropriate departments following escalation protocols
- Omni-Channel Support (Chat, Email, Social Media):
- Manage live chats, emails, WhatsApp, Messenger, and other digital channels
- Maintain consistent brand tone and accuracy across all written responses
- Ensure timely response to tickets and messages as per SLA
- Tag and categorize conversations for future analysis
- Reporting & Quality:
- Update call logs, CRM systems, and relevant databases after every interaction
- Follow SOPs, call quality standards, and data protection policies
- Participate in coaching, QA feedback sessions, and performance improvement programs
- Submit daily/weekly shift reports as required
- Shift & Attendance:
- Work on roster-based shifts, including weekends or national holidays
- Maintain proper timeliness, presence, and adherence to duty hours
- Coordinate proactively with the WFM/roster team for any swaps or shift issue
Educational Requirements
- Bachelor/Honors
- Graduate (However, undergraduates with relevant experience are also encouraged to apply.)
Experience Requirements
- 1 to 2 years
- The applicants should have experience in the following business area(s):
- Software Company, Call Center
Additional Job Requirements
- Tech Skills: Familiarity with CRM tools, Call center software, Chat/Inbox platforms
- Soft Skills: Patience, empathy, problem-solving, and active listening, Availability Willing to work in roster shifts and meet punctuality standards
- Previous work in healthcare, e-commerce, telecom, or tech support
- Ability to handle pressure and high call/chat volumes efficiently
- Understanding of CX metrics like CSAT, FCR, NPS, AH
Location
Dhaka (Mirpur 2)
Salary Range
Negotiable
Job Source
Bdjobs.com.bd Online Job Posting
Application Deadline : Jun 16, 2025
Company Information
Company Name:
Nexdecade Technology (Pvt.) Ltd
Address: 69/1, Bir Uttam Qazi Nuruzzaman Road (Green Road) Chandrashila Suvastu Tower, Level-3, Panthapath, Dhaka, Bangladesh.
Business: Nexdecade Technology (Pvt.) Ltd. is leading value added service provider in Bangladesh. We have been working with all mobile telecom operators for more than 12 years with different services. Currently we are managing more than 1.5 million customers, we are the pioneer in development for OTT / IPTV / IOT platform in Bangladesh. We got 172 employees, Member of Basis and licensed operator from BTRC”
