Koushik Das

Provided customer support through inbound and outbound calls, addressing queries related to account balance, transactions, PIN reset, and Nagad app usage. Assisted users in resolving issues such as failed transactions, wrong transfers, and account verification. Educated customers on Nagad services, offers, and security practices to prevent fraud. Logged complaints and service requests accurately into the system and ensured timely follow-up. Maintained high call quality standards while handling customer concerns with empathy, patience, and professionalism, contributing to improved user satisfaction and trust in the service.

Handled customer support for internet-related issues such as slow speed, disconnections, and buffering. Provided step-by-step guidance for router and ONU configuration including PPPoE setup, Static IP assignment, and Wi-Fi settings. Assisted clients with inquiries regarding new internet connections and available packages. Managed billing queries, package upgrades, and downgrades efficiently. Maintained detailed records of customer complaints and resolutions using CRM software. Collaborated closely with the technical team to escalate and resolve major network problems such as fiber cuts or network outages, ensuring timely service restoration and customer satisfaction.