Saroar Hossan Sumon Email & Phone Number

Dhaka, Bangladesh

Quality Assurance (QA):1. Develop and implement quality assurance processes and guidelines for customer interactions, including chats, emails, and tickets.2. Evaluate customer interactions using tools like Scorebuddy to assess adherence to quality standards, compliance, and customer satisfaction.3. Identify trends and patterns in customer issues or agent performance and provide recommendations for process improvements.Training and Development:1. Design and deliver… Show more Quality Assurance (QA):1. Develop and implement quality assurance processes and guidelines for customer interactions, including chats, emails, and tickets.2. Evaluate customer interactions using tools like Scorebuddy to assess adherence to quality standards, compliance, and customer satisfaction.3. Identify trends and patterns in customer issues or agent performance and provide recommendations for process improvements.Training and Development:1. Design and deliver training programs to onboard new support agents, covering product knowledge, customer service skills, and platform-specific training (e.g., Zendesk, Ada Chatbot).2. Conduct ongoing training sessions to enhance the skills and knowledge of support agents, keeping them updated on new features, processes, or tools.3. Develop training materials, including documentation, guides, and videos, to support self-learning and reference for support agents.Platform Expertise:1. Utilize your knowledge of Zendesk, including its ticketing system, knowledge base, and reporting functionalities, to provide technical support to support agents and troubleshoot platform-related issues.2. Configure and customize Zendesk to optimize workflow, automate processes, and improve customer support efficiency.3. Utilize Scorebuddy for quality monitoring and evaluation, creating scorecards, defining evaluation criteria, and generating reports to track performance.4. Leverage ClickUp as a project management tool to create and manage training programs, track progress. Data Analysis and Reporting:1. Utilize Looker or similar data analysis tools to extract, analyze, and visualize data related to customer transactions. Show less

Dhaka, Bangladesh

1. Customer Support: Serve as the main point of contact for customer inquiries, issues, and escalations. Respond promptly and provide timely resolutions or workarounds to ensure customer satisfaction.2. Gather and analyze customer feedback to identify patterns or trends. Advocate for customer needs and communicate feedback to relevant teams within the organization for product improvement.3. Collaborate with cross-functional teams, such as sales, marketing, and product development, to… Show more 1. Customer Support: Serve as the main point of contact for customer inquiries, issues, and escalations. Respond promptly and provide timely resolutions or workarounds to ensure customer satisfaction.2. Gather and analyze customer feedback to identify patterns or trends. Advocate for customer needs and communicate feedback to relevant teams within the organization for product improvement.3. Collaborate with cross-functional teams, such as sales, marketing, and product development, to align customer goals and ensure a consistent customer experience across all touchpoints.Chatbot Management:1. Manage and optimize the Ada Chatbot platform, including designing conversational flows, maintaining knowledge base articles, and analyzing chatbot performance. Show less

Dhaka, Bangladesh

Communicate with current and potential clients via email, online chat, or social media.Document personal information to create, update or adjust customer accountsSuggest products and services to clients based on their requests and needs

Bangladesh

Manage large number of incoming calls.▪ Ensure that customer information is maintained accurately in the database application.▪ Listening and understanding customer requirements and coordinating with concerned Departments.▪ Contribute to team effort by accomplishing related results as needed.

Dhaka, Bangladesh

Answer incoming calls and respond to customer’s queries.▪ Identify and escalate issues to supervisors▪ Listening and understanding customer requirements and coordinating with concerned Departments.▪ Research required information using available resources▪ Document all call information according to standard operating procedures

Bachelor Of Science (B.Sc.), Mathematics

Hsc, Science