Jr. Executive Customer Experience

চাকরির বিবরণ

Shikho is seeking customer-focused Live Chat Executives to handle real-time queries. This role involves providing timely support, resolving issues, guiding learners on products or courses, and identifying opportunities for upselling. The team member will be responsible for maintaining accurate query categorization, meeting performance KPIs, and collaborating with internal teams to ensure a seamless customer experience. The ideal candidate has strong communication skills in both Bangla and English, and the ability to manage multiple chats efficiently in a fast-paced environment.

দায়িত্ব

• Handle customer queries via live chat with professionalism, empathy, and accuracy.
• Provide clear, concise, and timely responses to ensure a smooth customer experience.
• Tag and categorise queries correctly to maintain data accuracy and reduce errors.
• Escalate critical or unresolved issues to supervisors promptly.
• Support customers with product/course information, troubleshooting, and after‑sales service.
• Identify opportunities for upselling and cross‑selling during live chat interactions.
• Monitor and achieve live chat KPIs (response time, resolution rate, customer satisfaction).
• Collaborate with other teams to ensure consistent communication.
• Collect customer feedback through chat and share insights with relevant teams for improvement.
• Maintain a positive brand image by ensuring polite, empathetic, and solution‑oriented communication.

যোগ্যতা

• 6 months to 1 year of experience in live chat handling or query management preferred.
• Experience in tele‑sales or customer support will be an added advantage.
• Strong typing speed in both Bangla and English.
• Familiarity with CRM systems and online customer engagement platforms.
• Proficiency in MS Office, Google Docs, Google Sheets.
• Excellent interpersonal skills with a customer‑centric approach.
• Strong organizational and time management abilities.
• Effective communication, collaboration, and problem‑solving skills.
• Ability to work on a roster basis and manage multiple chats simultaneously.

সুবিধা

• Growth: Opportunity for career progression and permanent employment
• Culture: Supportive, collaborative, and fast‑paced environment with quick growth opportunities