Officer, Complain Management, Telephone | BRAC Career | BRAC Head Office

Officer, Complain Management, Telephone

Location: Head OfficeDate Posted: November 7, 2024Last Date of Application: November 16, 2024

BRAC is an international development organisation founded in Bangladesh that partners with over 100 million people living with inequality and poverty globally to create sustainable opportunities to realise potential.

Working at brac is not like any other job. It is a platform where you can bring about real change for people who need it the most. We are not just dreaming of a better world, we are building it. Join us to find the way.

Job Purpose

This position will ensure to smooth mobile communication of the field and Head offices to attend all complaints and taking initiative to solutions.

Key Responsibilities

Take all necessary steps for clearance and transfer of employees and reconciliation of dues or advances through ERP software of the field and offices
Ensure smooth mobile communication of the field offices attending to all complaints and taking initiative to solutions.
Update the list of transferred or clearance staff and updating the information as well as taking measures to fix the database of staff in the telecom software.
Collect bills due from third parties and making all arrangements for remittance and reconciliation to the Finance and accounts department
Ensure smooth SIM replacement of field offices and head offices staff OTP distribution as per user request.
Provide full support for department/ programme-wise mobile bill preparation and distribution.
Take necessary measures to solve all the problems of the field office through field office visits.
Ensure communication with field offices and head office staff for the unused, suspended SIM replacement and activation-related purposes
Assist to be ensured in the telecom department help desk services.
Prepare all MIS reports as per programme requirements.
Ensure filing the departmental documents and perform the assigned tasks as per requirement.

SAFEGUARDING RESPONSIBILITIES

Ensure the safety of Programme Participants, people who come into contact with the organisation and team members from any harm, abuse, neglect, harassment and exploitation including sexual exploitation and abuse (SEA) to achieve the programme’s goals of safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
Follow the safeguarding reporting procedure in case any reportable incident takes place and encourage others to do so.

Additional Job Requirements

Good computer operating Knowledge.
Basic Knowledge of mobile networks, and PABX Network.
Good Knowledge of documentation, and record keeping.
Advance knowledge of MS Office (Word, Excel, and Power point).
Good Knowledge of database management.
Good knowledge of mobile operating systems
Good knowledge of public relations.
Fluent in English reading and writing
Software ticket handling skills.
Coordination, communication and problem-solving skills
Ability to work day long under pressure.
Self-motivated and Innovative.
Able to do fieldwork by visiting field offices.

Educational Requirements

Bachelor in any related subject from any recognized university.

Experience Requirements

Minimum 2 years of experienced in call-center agents and addressing complain and resolution or related field.

Benefits

Festival bonus, contributory provident fund, gratuity, health and life insurance, maternity/ paternity leave, wellness centre facility, day care facility, and others as per policy.

Apply Now

Deadline: November 16, 2024

Job Source: BRAC Career

Officer, Complain Management, Telephone : BRAC