Degree(s)/Major(s): Minimum Bachelors from HEC recognized institutes
Experience Required: N/A (Fresh Graduates are encouraged to apply)
Key Responsibilities: Handle all incoming customer inquiries & complaints via phone with utmost professionalism and ensure high quality customer service is provided at all times.
Update our internal CS Systems with customer information & customer enquiries.
Provide complete and accurate responses to customers -make reference to our internal information portal (which contains detailed information on our products & services) for additional information if required.
Adhere to work schedule as planned.
Use call centre technologies, and ensure that all actions taken to handle customers' enquiries, problem and complaints are in compliance with the Company's Standard Operating Procedures and Policies, and to escalate any exceptions to the relevant departments for further advice.
Keep yourself abreast with all the latest information on the company's product, services, marketing plans, procedures, and of any changes in policies and standard procedures, so as to ensure that this related information are being communicated to our customers with accuracy, and in a consistent manner.
Feedback/escalate any urgent /critical issues or problems to management on a timely basis.
Maintain confidentiality of the organization's customers and data.
Maximize opportunities to up sell or cross-sell company products and service.
Ensure individual/team KPIs are met/achieved consistently.
Attend all required and necessary meetings and training sessions arranged by the department/company as and when required.
Contribute to manage team objectives through team work.
Responsible for a hygienic & a clean overall work environment
Functional Skills/Knowledge Areas: Excellent oral and written communication skills both in Bengali and English
Analytical & Problem solving skills.
Interpersonal Skills.
Listening Skills.
Selling ability
Computer knowledge in general and specifically in Microsoft Office products
Work independently and in a team
Flexible to work in different shifts 24/7.
Customer service attitude.
Good communication skills.
Ability to listen, understand questions and provide relevant response.
Ability to articulate / express oneself clearly to get the message across.
Speech is clear + good tone of voice.
Language proficiency in English and Bengalli.
Good grammar, proper pronunciation, correct choice of words, i.e. no mixing of languages.
Typing skills - 25wpm.
Basic mathematical computation skills.
Fast learner, able to grasp knowledge on telecommunications services quickly.
Familiar with PC usage & knows how to navigate around websites/portals.
Customer Focused.
Has good measure of confidence level - i.e. not easily intimidated by irate customers, not timid
Good telephone etiquette : polite, uses proper salutation.
Patient & able to work in a high-stress environment & desk-bound job.
Willing to work different shifts (flexi-shift), weekends & public holidays.
Willing to work at odd hours if needed.
Application Deadline: 24-Jul-2011

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