Nagorik is a product and service development company based in Bangladesh. We build digital products in areas like VPN, wallets, edtech, and AI.

With a team of 125 skilled employees, we have served 200+ clients worldwide over the past five years. We work with mobile financial services, telecom companies, enterprises, and startups. Around 3.7M+ people actively use our products or services every month.

Our mission is to grow our product portfolio and help businesses around the world succeed by creating powerful, easy-to-use digital products that improve operations, enhance user experience, and support sustainable growth.

Key Responsibiities

1. Respond promptly to customer inquiries via phone, WhatsApp, Facebook, website, email, and other communication channels.
2. Provide accurate information about services, pricing, promotions, and booking process.
3. Handle customer bookings and ensure all customer information is accurately entered into the system.
4. Confirm bookings and communicate service schedules with customers.
5. Coordinate with the Operations Team to ensure smooth service delivery.
6. Communicate customer requirements and special instructions to the assigned Service Professional (SP) team.
7. Manage booking modifications, rescheduling, cancellations, and hold requests in accordance with company policies.
8. Follow up with customers after service completion to collect feedback, ratings, and reviews.
9. Handle customer complaints professionally and coordinate with the relevant team for timely resolution.
10. Create and manage follow-up or revisit requests when required.
11. Maintain accurate customer records, booking history, and complaint logs in the company portal.
12. Promote additional services and solutions based on customer needs.
13. Monitor customer satisfaction and work towards improving the overall customer experience.
14. Prepare daily, weekly, and monthly reports related to bookings, customer feedback, complaints, and performance.
15. Ensure all customer interactions comply with SOPs, service standards, and communication guidelines.
16. Maintain confidentiality of customer information and company data.
17. Perform any other customer service-related duties assigned by management.

• Bachelor’s degree in any discipline.

• Excellent communication skills in Bangla and English.

• Ability to handle multiple communication platforms efficiently.

• Prior experience in customer support or community management will be an added advantage.

• Basic understanding of mobile apps and digital services.

What you will get from us

• A competitive salary according to your experience
• Two festival bonuses
• Yearly increment based on the performance
• Health Insurance and Wellness Programs
• Complimentary Breakfast, Lunch, and Evening Snacks
• Flexible working hours
• You will be joining a fast-moving and progressive company that prides itself of being at the forefront of software development and security services
• A real chance to grow very rapidly - the team is growing which means that there's plenty of room for personal development
• The possibility to really see an impact and to see how your work affects the end result