Customer Service - Bilingual Bengali

Job Summary

The Bilingual Bangladesh/English Customer Service Representative provides in‑person assistance to cab drivers and customers at a walk‑up service window. This role requires strong communication skills, cultural sensitivity, and the ability to explain complex information clearly and patiently. The ideal candidate will deliver exceptional customer service, manage multiple priorities in a fast‑paced environment, and proactively identify opportunities for process improvement.

• Provide face‑to‑face customer support to cab drivers and clients from diverse backgrounds at a service center.
• Excel proficiency.
• Analytical.
• Communicate clearly and professionally in both English and Bengali (knowledge of Hindi or Urdu is a plus).
• Deliver consistent and accurate information, adapting explanations to suit different customer needs.
• Build and maintain positive business relationships with key clients.
• Demonstrate strong follow‑up and organizational skills to manage multiple service requests.
• Identify trends in customer inquiries and proactively recommend solutions or process improvements.
• Maintain accurate records and perform data entry with high attention to detail.
• Collaborate with technical teams to troubleshoot and improve systems.
• Support weekly reporting and assist with creating training materials, including written guides and screen capture videos.
• Contribute to team performance metrics and meet established Key Performance Indicators (KPIs).

• Bilingual proficiency in English and Bengali required; proficiency in Hindi or Urdu preferred.
• Strong customer service skills with experience in a face‑to‑face service center environment.
• Exceptional communication, problem‑solving, and critical thinking skills.
• Ability to handle repetitive questions with patience and professionalism.
• Advanced proficiency in Microsoft Excel and strong general computer skills.
• Ability to multitask, stay organized, and work effectively under pressure.
• Creative, proactive mindset with a willingness to develop new ideas and projects.

• High school diploma or equivalent required; associate or bachelor's degree preferred.

• Prior customer service experience required, preferably in a service center or client‑facing environment.
• Experience creating documentation or training materials preferred.

• Location:
  
  On‑site in Long Island City.
• Schedule:
  
  Day shift.
• This role requires on‑site presence to provide direct customer support.