Hotline Operator - For RMG Sustainability Council (RSC) - Job ID: 1468677

The RMG Sustainability Council is seeking a Hotline Operator to manage hotline calls from workers and stakeholders, record complaints, and provide information on the complaint process. Candidates should have a Bachelor's degree, 1-2 years of relevant experience, and strong communication skills in Bangla and English. The position requires confidentiality, data management skills, and familiarity with grievance mechanisms. The role is remote, allowing work from anywhere in Bangladesh.
RMG Sustainability Council (RSC) is looking for Hotline Operator

Job Description / Responsibility

Duties and Responsibilities:
• Receive and respond to hotline calls from workers and other stakeholders in a professional, courteous, and impartial manner.
• Screen, categorize and accurately record and log complaints in the Complaint Management Information System in accordance with established procedures.
• Provide clear, consistent, and accurate information regarding the complaint mechanism process.
• Ensure strict confidentiality of callers’ identities and all sensitive information.
• Immediately escalate urgent or high-risk complaints to the supervisor or designated authority.
• Data management and analysis as required and advised.
• Perform any other duties assigned by the Head of Department (HoD).

Educational Requirements
• Bachelor/Honors
• Masters

Experience Requirements
• 1 to 2 year(s)

Additional Requirements

Experience:
• Minimum 1–2 years of professional experience in customer care, hotline services, call center operations, or complaint handling.
• Prior experience in grievance management or compliance-related organizations will be considered an added advantage.

Competencies:
• Excellent verbal communication skills in Bangla, with clear and professional phone etiquette.
• Good written and spoken English.
• Strong interpersonal and customer service skills.
• Demonstrated active listening ability with empathy and neutrality.
• Ability to accurately document and record information in the system.
• Strong multitasking skills with the capacity to manage call logs and related tasks in dedicated software efficiently.
• High level of integrity, confidentiality, and professionalism.
• Proficiency in Microsoft Office applications and basic data entry systems.

Special Requirements:
• Good understanding of workplace grievance mechanisms.
• Basic knowledge of Bangladesh Labor Act and Labor Rules will be an advantage.
• Strong communication and listening skills.
• Ability to deal with workers professionally, calmly, and politely
• Computer literacy and ability to operate complaint management databases.
• Data management & analysis skills will get preference.

Job Location

Anywhere in Bangladesh