Customer Support Executive – Night Shift

BRAC IT is seeking Customer Support Executives to deliver first-line, out-of-hours customer operations for a European rail and road freight logistics client. The client's in-house customer care team operates day shifts only, while their trains run 24/7; this role closes that overnight gap. You will be the client's sole customer-facing presence during the European night, handling inbound queries from B2B logistics customers through Zendesk and retrieving shipment, train and terminal information from the client's Oracle-based transport management system (TMS). The role is predominantly written, ticket-based communication against defined service levels, with a structured handover into the client's morning shift.

Department:

Sales

Employment Type:

Full-time

Experience:

1-3 Years

Workplace Type:

Online

Number of Vacancies:

2

Location:

Dhaka

Deadline:

15 September 2026

Key Responsibilities

First-Line Ticket Handling
- Monitor and respond to inbound customer tickets in Zendesk throughout the overnight window
- Acknowledge, triage and resolve queries within agreed SLA response and resolution times
- Categorise, prioritise and tag tickets accurately for downstream reporting
Maintain complete, accurate case notes on every ticket
System Lookup & Information Accuracy
- Retrieve shipment, train, trailer and terminal status information from the client's Oracle based TMS
- Cross-verify information across systems before responding — accuracy takes precedence over speed
- Identify and flag data gaps, stale records or system inconsistencies to the client's onshore team
Escalation & Handover
-Escalate issues beyond first-line scope in line with the agreed escalation matrix
- Distinguish clearly between what can be resolved overnight and what must wait for the client's day shift
- Execute a structured shift handover covering open, escalated and pending cases at the start of the client's morning shift
Knowledge & Process Discipline
- Follow documented standard operating procedures precisely
- Contribute to and maintain knowledge base articles, macros and response templates in Zendesk
- Surface recurring issues, process friction and automation candidates to the BRAC IT team lead
Service Quality & Reporting
- Meet defined quality standards on tone, accuracy and completeness of written customer responses
- Support periodic service reporting on ticket volumes, response times and recurring themes
- Participate in calibration and quality review sessions with the BRAC IT team lead

Required Skills & Experience

• Education : Bachelor's degree in any discipline
• Certification in customer service, ITIL Foundation, or a comparable service-management qualification is a plus (not mandatory)
• 1–3 years of experience in customer support, service desk, BPO or shared-services operations
• Excellent written English — this is the single most important screening criterion; the role is almost entirely written communication with European business customers, requiring clear, professional, concise prose
• Willingness and ability to work permanent night shifts
• Demonstrated ability to work across multiple systems simultaneously and follow documented processes precisely
• Strong attention to detail and a verify-before-responding mindset
• Composure and sound judgement when working unsupervised during overnight hours
• Hands-on experience with Zendesk, Freshdesk, ServiceNow or a comparable ticketing platform
• Prior experience supporting international clients, particularly in Europe
• Background in logistics, freight forwarding, supply chain or transportation
• Working knowledge of Italian or French (the client has indicated these are more useful to them than German; English alone is sufficient to start)
• Familiarity with SLA-driven service delivery and basic service metrics
• Exposure to ERP or transport management systems

Interview Steps

• Technical/Functional Interview (On-site)
• HR Interview (Online)
• Offer

Apply Now

Department:

Sales

Employment Type:

Full-time

Experience:

1-3 Years

Workplace Type:

Online

Number of Vacancies:

2

Location:

Dhaka

Deadline:

15 September 2026

Apply Now