Call Center and Digital Moderator

7 days ago

Dhaka, Dhaka, Bangladesh Toggi Fun World Full time

Position Title:
Call Center Operator and Digital Moderator

Department:
Customer Service / Call Center

Reports To:
Marketing Manager

Job Location:
Bashundhara R/A, Dhaka

Company:
Bashundhara Group

Job Summary:

The
Call Center Operator and Digital Moderator
is responsible for providing exceptional customer service through both phone communication and online platforms. This role involves handling inbound and outbound calls, moderating social media interactions, managing customer feedback, and ensuring that all inquiries are resolved efficiently. The position plays a vital role in maintaining the company's reputation for responsiveness, professionalism, and customer satisfaction.

Key Responsibilities:Call Center Operations:

  • Answer inbound calls promptly and professionally, ensuring excellent customer service.
  • Make outbound calls for follow-ups, feedback collection, surveys, or promotional campaigns.
  • Provide accurate and up-to-date information regarding company products, services, and offers.
  • Handle customer complaints with empathy, provide appropriate solutions, and escalate when necessary.
  • Log all customer interactions and call details accurately in the CRM system.
  • Follow approved call scripts and maintain call quality standards.
  • Achieve individual and team KPIs such as call handling time, resolution rate, and customer satisfaction score (CSAT).

Digital & Social Media Moderation:

  • Monitor comments, messages, and reviews across official social media pages and digital platforms.
  • Respond to customer queries, feedback, and complaints on social media in a timely and brand-consistent manner.
  • Escalate sensitive or complex issues to relevant departments or supervisors for resolution.
  • Track recurring online feedback and prepare weekly reports for the marketing and customer service teams.
  • Assist in maintaining a positive online reputation by ensuring a respectful and engaging digital environment.
  • Coordinate with the marketing team to support ongoing campaigns and community engagement activities.

Reporting & Coordination:

  • Prepare daily, weekly, and monthly reports on call performance, customer issues, and online engagement.
  • Collaborate with marketing, operations, and technical teams to ensure seamless customer experience across all channels.
  • Maintain confidentiality and comply with all company policies and data protection standards.

Key Performance Indicators (KPIs):

  • Average Call Handling Time (AHT)
  • First Call Resolution (FCR) Rate
  • Customer Satisfaction Score (CSAT)
  • Social Media Response Time
  • Response Rate and Engagement Quality on Digital Platforms
  • Escalation and Resolution Turnaround Time
  • Accuracy of Call and Chat Logs

Qualifications & Requirements:

  • Bachelor's degree in any discipline.
  • Minimum 1–2 years of experience in a call center, customer service, or social media moderation role preferred, but not must.
  • Excellent communication skills in Bangla and English (both verbal and written).
  • Proficient in computer applications, CRM systems, and social media management tools.
  • Strong problem-solving, listening, and multitasking abilities.
  • Ability to work under pressure and handle high call or message volumes.
  • Flexible to work in shifts, including evenings, weekends, and holidays if required.

Employment Type:

Full-time / Shift-based

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