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.
Key Roles & Responsibilities:
- 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.
Requirements:
- 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.
The Important Bits:
- Job Type: Contractual
- Working Hours: 6 Days a Week, 9 hours per day (Roster basis)
- Location: Mirpur 6, Dhaka
- Salary: Gross BDT 12,000 to 14,000 per month
- Growth: Opportunity for career progression and permanent employment
- Culture: Supportive, collaborative, and fast‑paced environment with quick growth opportunities
About Shikho:
Shikho is a Bangladeshi education technology start-up with a mission to democratise access to high-quality education. It has so far raised $8 million USD of international funding from global venture capitalists in Singapore and America, the highest for a Bangladeshi seed-stage startup and the highest in education technology for the country. Investors include education technology investment specialists Learn Capital from Silicon Valley, regional experts Wavemaker Partners from Singapore along with the Family Office of Singtel Chairman and local partner SAJIDA Foundation. Shikho aims to build a holistic learning ecosystem for a digitally enabled Bangladeshi student population, across primary, secondary, and tertiary education.
Shikho in the News:
9th Brac Bank-The Daily Star ICT Awards
Bangladeshi edtech Shikho closes seed investment of USD 5.3 million
Shikho raises new investment from SAJIDA Foundation, international investors to expand reach and impact
Shikho: Transforming lives, one student at a time
Shikho making its mark on Forbes list
Shikho and its Founder, Shahir Chowdhury featured in Bloomberg New Economy 2023 Catalysts
Shikho is the leading and category-defining Bangladeshi education technology (edtech) startup focused on building a hyper-localized digital learning ecosystem centered on modernizing the delivery of supplementary education for school, college, university as well as professionals. Combining expertise across content, instruction, media and technology the company’s products and solutions aim to make online learning accessible, enjoyable, engaging, and effective for a learning age population of 85 million Bengali speaking students below the age of 25.
The technology platform addresses each part of the Bangladeshi student journey — covering daily lessons, homework, exam-prep, tutoring, and skill development — in an affordable, convenient, and cohesive way. Shikho’s web and mobile applications include access to interactive live classes conducted by expert tutors, original animated video lessons that help visualize complex concepts, a vast library of in-app questions and solutions, personalized real-time performance tracking, and a recommendation engine that prompts users based on their strengths and weaknesses.
The company currently operates out of four offices in Dhaka and Jessore and has 450 employees. It is backed by global venture capital firms, Learn Capital, Wavemaker Partners, Anchorless Bangladesh, Sturgeon Capital, Goodwater, Sajida Foundation, alongside strategic angels and family offices. The company has raised $7m USD of funding and was featured in Forbes Asia 100 to Watch List in 2022 and its Founder, Shahir Chowdhury was listed as a 2023 Bloomberg Catalyst.
