Customer Support Executive – Night Shift
Confirmed on the employer's own hiring board on Oct 16, 2026. First seen by Alion on Aug 30, 2026. BRAC IT Services scores B on the Alion truth index.
Customer Support Executive - Night Shift
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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 October 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 October 2026
Apply Now