Customer Service Executive

চাকরির বিবরণ

Provide support to Total CX customers by effectively handling and resolving customer inquiries or complaints and ensuring customer satisfaction at the core of every decision and behaviour.

Skills Description

Attend queries, requests or complaints related to Mobile/Fixed/ Inet/ Directory Query/ Telegram received through the various contact center channels

Understand and investigate the queries, requests or complaints

Liaise with relevant internal team/ departments to address customer query or complaint or forward the case to other relevant team/ department

Provide accurate, valid and complete information or solution by using the right sources of information

Make outbound campaign calls to the customers providing information about new products, offers, services etc. Take appropriate action to address customer requests, queries or complaints on outbound calls

Inform Team Leader when a recurrent problem appears, to prevent further cases

Maintain and update customer information in the database

Meticulously follow the defined business process while attending to the clients' queries, requests or complaints

Follow communication scripts and protocols and ensure adherence to quality standards and guidelines

Keep abreast of products and promotions to provide exceptional customer support

Take ownership for attending the trainings as per the plan

Take ownership for completing PMR process, employee engagement surveys in time

Continuously share the knowledge and understanding of the telecom industry and business trends

দায়িত্ব

• Attend queries, requests or complaints related to Mobile/Fixed/ Inet/ Directory Query/ Telegram received through the various contact center channels
• Understand and investigate the queries, requests or complaints
• Liaise with relevant internal team/ departments to address customer query or complaint or forward the case to other relevant team/ department
• Provide accurate, valid and complete information or solution by using the right sources of information
• Make outbound campaign calls to the customers providing information about new products, offers, services etc. Take appropriate action to address customer requests, queries or complaints on outbound calls
• Inform Team Leader when a recurrent problem appears, to prevent further cases
• Maintain and update customer information in the database
• Meticulously follow the defined business process while attending to the clients' queries, requests or complaints
• Follow communication scripts and protocols and ensure adherence to quality standards and guidelines
• Keep abreast of products and promotions to provide exceptional customer support
• Take ownership for attending the trainings as per the plan
• Take ownership for completing PMR process, employee engagement surveys in time
• Continuously share the knowledge and understanding of the telecom industry and business trends

দক্ষতা

• Communication
• Customer Service