Customer Experience & Service Director
| Job Type | Full Time |
| Deadline | 24 April, 2021 |
Job Responsibility
- Oversee improvement processes for the performance of all customer care units to achieve customer service excellence
- Develop strategies to increase customer satisfaction index and lead development of Cost Optimization strategies in customer care operation through automation and innovative solutions
- Prepare strategies to meet & exceed customer expectation through quickest turn-around time throughout the country by increasing Customer Service touch points
- Increase customer retention, minimize the churn and supervise various BTL & ATL activities for retention based on Business Intelligence analysis
- Review comprehensive data analysis to predict and advice upon action against possible churn or bad debts
- Implement quality customer service to ensure maximum customer satisfaction and establish Banglalink as a customer focused company
- Ensure the team is equipped with the requisite knowledge by identifying training requirements to develop team members
- Continuous demonstration of leadership in order to build and retain a proficient, motivated, knowledgeable and highly effective team
Required Academic Qualifications
- Masters' degree preferably MBA from any UGC approved university
Required Experience
- 12-14 years of experience, with 6-7 years of relevant experience of customer care in the Telecom Industry will be an added advantage
Required Knowledge & Skills
- Good understanding of financial management
- Comprehensive knowledge of customer management practices
- In-depth understanding of market dynamics and competitive environment
- Basic understanding of Consumer Credit
- In-depth understanding of Customer Behavior, Strong knowledge of Collection Processes, Sound know-how of Churn Practices
- Thorough understanding of BTRC regulations
- Sound knowledge of Credit Risk Management
- Basic knowledge of telecom technologies, network devices and CRM solutions that are directly linked with customer service operations
If you are interested to pursue a career with us and you have the required experience & skills, please apply with an updated CV on or before April 24, 2021.