Assistant Manager, bKash Center

Job Description

Title: Assistant Manager, bKash Center

Company Name: bKash Ltd.

Vacancy: 1

Job Location: Anywhere in Bangladesh

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline

Experience Requirements:
∎ 5 to 7 year(s)
∎ The applicants should have experience in the following area(s): center in charge, Customer Care, Customer Service Management
∎ The applicants should have experience in the following business area(s): Banks, Cellular Phone Operator

Job Responsibilities:
∎ Ensure effective customer service from a regional bKash center
∎ Ensuring Plans to develop and implement enriched customer service
∎ Accumulate segment base customer feedback, complaints and query. Evaluate critical factors and provide feedback to service process for service improvement
∎ Analyzing critical situations and take appropriate decisions for the best possible extended outcomes from customer service point of view
∎ Monitor and follow-up received customer complaints escalation and share observations for serving process simplification
∎ Create service awareness among customer by arranging customer meet in different region. Lead Ad-hoc based campaign activity and outdoor activities across the nation
∎ Identify and implement strategies to improve quality of customer service, productivity and effectiveness
∎ Identify development requirement for complain resolution and lead cross functional team for effective alignment
∎ Demonstrate and advocate integrity and ethical behavior of center executives.
∎ Embrace opportunities for increasing responsibilities and good working conditions that are health and safety conscious.
∎ Undertaking considerable approaches with the complex and alarming customers for their complaints through investigating and resolving them as per guided progression.
∎ Practice on the job leadership for developing internal Team Members & external operational stakeholders
∎ Ensure operational excellence by coaching, mentoring and formal training policies, process & system to internal team. Tactically Set KPI and motivate team to achieve
∎ Developing reporting sequence for specified business need and at the same time reorganizes accumulated reports for nominating the best solution for all bKash Centers.
∎ Maintaining report classification for helping to develop or update customer service experience
∎ Overall status reporting

Additional Requirements:
∎ Written & Verbal communication skill
∎ Process Development skill
∎ Self-initiated learning orientation
∎ High degree of personal initiative and motivation, setting personal standards of excellence
∎ Ability to listen, understand and respond appropriately when interacting with individuals groups
∎ Strong leadership qualities and ability to coach others at various levels of the organization
∎ Communication skills and proven time management aptitude is essential
∎ Ability to maintain attention and complete assignments in time despite frequent stressful, emergency critical or unusual interruption

Salary: Negotiable

Application Deadline: February 9, 2020

Company Information:
∎ bKash Ltd.
∎ Address : Shadhinata Tower, 1, Bir Sreshtha Shaheed Jahangir Gate, Dhaka Cantonment, Dhaka-1206
∎ Web : www.bkash.com
∎ Business : Mobile financial service

Category: Customer Support/Call Centre