Associate - Customer Experience

Job Description

Title: Associate - Customer Experience

Company Name: Mutual Trust Bank PLC

Vacancy: 01

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• 1 to 5 years
• The applicants should have experience in the following business area(s): Banks

• Bachelor/Honors

• Bachelor’s/Master’s degree in a relevant discipline from a UGC-approved university.

• No third division/class or equivalent CGPA is allowed at any stage of the academic career.

• Preferably completed Banking Diploma courses (JAIBB & AIBB)

• 1 to 5 years
• The applicants should have experience in the following business area(s): Banks

• Analytical, communication, and report-writing skills.

• A customer-centric mindset with a commitment to service excellence.

• Attention to detail and the ability to identify service gaps and recommend improvements.

• Good interpersonal skills and the ability to coordinate effectively with branches and support functions.

• Proficiency in preparing reports and analyzing service performance data.

Position: Associate - Customer Experience

Grade: AO to JO

Department: MTB Service Quality Department

Key Responsibilities

Service Audit and Customer Experience

• Conduct service audits across branches and support functions to assess service quality and ensure compliance with established service standards.
• Conduct mystery shopping surveys, focus group discussions, and other customer experience assessment initiatives.
• Conduct telephonic customer surveys to measure Customer Satisfaction Scores (CSAT) and identify areas for improvement.
• Conduct Contact Center (CC) audits and prepare comprehensive reports with recommendations to enhance customer experience and service quality.
• Conduct Telephonic Answering Call Technique (TACT) surveys across the organization to evaluate telephone communication standards and service etiquette.

Process Development and Improvement

• Identify opportunities for process re-engineering to improve operational efficiency and service delivery.
• Identify service gaps, process lapses, and areas for improvement, ensuring accurate documentation and error-free reporting.
• Develop and implement new service initiatives and process improvement measures to enhance customer experience and operational effectiveness.

Reporting and Analysis

• Prepare service audit and mystery shopping survey reports for branches.
• Prepare Contact Center audit and survey reports, highlighting key findings and recommendations.
• Prepare and support comparative performance analysis reports across branches to identify service trends, gaps, and best practices.
• Prepare TACT survey reports and provide insights into telephone service quality across the organization.
• Prepare other reports, analyses, and management updates as assigned by MSQD.