Assistant Executive / Executive (Customer Experience), BCDL

Job Description

Title: Assistant Executive / Executive (Customer Experience), BCDL

Company Name: Bashundhara Group

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience: --

Published: 2026-03-04

Application Deadline: 2026-03-14

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

   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