Assistant / Deputy Manager, Customer Service (VOC 360)

Job Description

Title: Assistant / Deputy Manager, Customer Service (VOC 360)

Company Name: ACI PLC

Vacancy: --

Age: At least 25 years

Job Location: Dhaka

Salary: --

Experience:

• 4 to 6 years
• The applicants should have experience in the following business area(s): Banks, Telecommunication, Manufacturing (FMCG), Call Center

• 4 to 6 years
• The applicants should have experience in the following business area(s): Banks, Telecommunication, Manufacturing (FMCG), Call Center

• Age At least 25 years

What You Bring

• Hands-on experience with CRM or ticketing systems; ability to learn new software platforms quickly.

• Advanced knowledge of Excel and PowerPoint for data processing and presentation creation.

• Excellent written and verbal communication in English; mandatory proficiency in Bengali (reading, writing, and speaking) for effective coordination with call center and local stakeholders.

• High accuracy when processing large volumes of data and tickets.

• Excellent interpersonal skills to convey information clearly to diverse audiences-customers, peers, and management.

• Strong multitasking ability to handle concurrent tasks effectively under SLA pressure.

• High empathy and a genuine passion for delivering outstanding customer experiences.

Qualifications

• 4-6 years of experience in Customer Service, Call Center Operations, or CRM system administration.

• Candidates with experience in Banking, Telecom, or Large FMCG organizations will be given preference.

ACI is one of Bangladesh's leading conglomerates, operating across Pharmaceuticals, Consumer Brands, Agribusiness and Retail with a clear mission to improve quality of life through responsible growth and innovation. Guided by integrity and driven by impact, we build trusted brands while empowering talent to lead, innovate and grow. From Bangladesh to global markets, ACI offers a high-impact growth mindset, exposure to leadership and the opportunity to build at scale within a purpose-driven, performance-oriented culture.

The Assistant / Deputy Manager, Customer Service (VOC 360) serves as the core operational engine of our Voice of Customer CRM system. This role is responsible for the daily allocation, validation, and tracking of service tickets-ensuring every customer voice is accurately recorded, efficiently routed to the correct resolution owner, and diligently followed up until satisfactory closure.

What You Will Do

• Perform daily reviews of new complaints to ensure data completeness; oversee systematic routing of tickets to the appropriate Resolution Team Member based on Business Unit and Product Brand.

• Continuously track complaint queues and follow up on tickets approaching or exceeding SLA deadlines; coordinate with assignees to ensure timely resolution.

• Process re-routed tickets returned by Product Executives and reassign them to the correct owners.

• Ensure the accuracy and consistency of master data within the portal, including District lists, Thana names, Product Brands, and Categories; update as required based on business needs.

• Assist in producing daily and weekly performance reports, highlighting complaint volumes by BU/Brand, SLA compliance, and CSAT scores.

• Liaise with the Resolution Team to verify details of "Action Taken" and document findings in reports accordingly.

• Act as the primary point of contact for the outsourced call center team, resolving system or procedural queries during complaint logging; create and vet relevant scripts for POCS.

Location: ACI Centre

Reports to: Manager, Customer Service