Assistant Executive / Executive (Customer Experience), Bashundhara City Shopping Mall

Job Description

Title: Assistant Executive / Executive (Customer Experience), Bashundhara City Shopping Mall

Company Name: Bashundhara Group

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 2 years
• Freshers are also encouraged to apply.

• Bachelor of Business Administration (BBA) in Marketing
• Bachelor of Business Administration (BBA) in Hospitality Management

• At least 2 years
• Freshers are also encouraged to apply.

Core Competencies

• Warm, professional, and confident communicator — equally comfortable in person, over the phone, and in writing  

• Strong interpersonal skills with a natural ability to build rapport with people from diverse backgrounds

• Ability to stay calm, empathetic, and solution-focused when handling complaints or difficult situations

• Good command of written and spoken English; proficiency in Bengali is essential; additional languages are a plus

• Basic computer literacy — Microsoft Office (Word, Excel, Outlook) and comfort with digital platforms  

Preferred / Additional Skills

• Familiarity with social media platforms and basic understanding of online community engagement

• Knowledge of Google Forms, survey tools, or customer feedback platforms

• Interest in retail, consumer behaviour, or brand experience is a strong advantage

• Presentable, well-groomed, and professionally confident in a public-facing environment

   1.  Guest Relations & Front-Line Service

Serve as the primary point of contact for visitors at customer service touchpoints within the mall

Greet and assist shoppers, tourists, and visitors with enquiries, directions, and general information

Handle customer complaints, concerns, and escalations promptly, professionally, and with empathy

Ensure all customer interactions reflect the service standards and brand values of Bashundhara City

Maintain a visible, approachable, and helpful presence across key areas of the mall

   2.  Feedback Collection & Reporting

Collect and log customer feedback, complaints, and suggestions through in-person, digital, and survey channels

Maintain accurate daily records of visitor interactions, complaint categories, and resolution outcomes

Prepare regular CX reports summarizing feedback trends, recurring issues, and positive highlights for management

Assist in conducting periodic customer satisfaction surveys and compiling results

Flag urgent or recurring issues to the line manager with recommended actions

   3.  Customer Journey Support

Assist in mapping and reviewing the customer journey across key mall touchpoints — entry, navigation, services, and exit

Identify friction points or gaps in the visitor experience and share observations with the CX team

Support the implementation of CX improvement initiatives as directed by management

Monitor cleanliness, signage, accessibility, and overall ambience as it relates to visitor comfort and experience

Coordinate with operations, security, and retail teams to resolve on-ground visitor issues swiftly

   4.  Digital & Social Engagement Support

Monitor and respond to customer comments, queries, and reviews on social media platforms and Google in a timely and brand-appropriate manner

Escalate sensitive or negative online feedback to the marketing team with relevant context

Support the marketing team in executing in-mall activations, campaigns, and promotional events from a CX standpoint

Maintain up-to-date knowledge of ongoing mall events, tenant promotions, and facilities to assist visitors accurately

   5.  Administrative & Coordination Support

Maintain organized records of customer interactions, feedback logs, and CX documentation

Assist in preparing presentations, reports, and briefing materials related to customer experience

Coordinate internally with marketing, operations, and tenant management teams as required

Support the CX team with any additional tasks or projects assigned by management

• Lunch Facilities: Partially Subsidize
• Salary Review: Yearly
• Festival Bonus: 2