Customer Service Excellence

Job Description

Title: Customer Service Excellence

Company Name: National Finance PLC

Vacancy: 1

Age: 25 to 30 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 2 to 5 years
• The applicants should have experience in the following business area(s): Banks, Leasing, Call Center
• Freshers are also encouraged to apply.

Published: 2026-09-23

Application Deadline: 2026-09-30

Education:

• Bachelor of Business Administration (BBA) in Marketing, or a related discipline from a recognized
• Master of Business Administration (MBA) in will be an added advantage

Requirements:

• 2 to 5 years
• The applicants should have experience in the following business area(s): Banks, Leasing, Call Center
• Freshers are also encouraged to apply.

Skills Required: Call Center Operation,Communication and interpersonal skill,Customer Feedback Management,Customer Retention,Customer Service,Microsoft PowerPoint,MS Excel,MS Word,Negotiation Skill

Additional Requirements:

• Age 25 to 30 years

Responsibilities & Context:

• Develop, implement, and monitor customer service standards, SOPs, and service-level agreements (SLAs) across branches and departments.

• Track and analyse customer feedback, complaints, and satisfaction survey results to identify service gaps and improvement opportunities.

• Design and deliver customer service training and coaching programs for frontline and support staff.

• Manage the end-to-end complaint resolution process, ensuring timely and satisfactory closure in line with regulatory requirements.

• Conduct regular service quality audits, mystery shopping, and branch visits to assess compliance with service standards.

• Prepare periodic reports and dashboards on customer experience metrics (CSAT, NPS, TAT) for management review.

• Collaborate with operations, IT, and product teams to streamline processes and enhance the overall customer journey.

• Support digital service channels (call centre, email, social media, chat) to ensure consistent, high-quality customer support.

• Stay abreast of industry best practices and regulatory guidelines (e.g., Bangladesh Bank) relating to customer service and grievance redressal.

• Perform any other responsibilities assigned by management as and when required.

KEY RESPONSIBILITIES

• Develop, implement, and monitor customer service standards, SOPs, and service-level agreements (SLAs) across branches and departments.

• Collaborate with operations, IT, and product teams to streamline processes and enhance the overall customer journey.

• Design and deliver customer service training and coaching programs for frontline and support staff.

Job Other Benifits:

• Weekly 2 holidays
• Salary Review: Yearly
• Festival Bonus: 2

Employment Status: Contractual

Job Work Place: Work at office

Company Information:

Gender: Both Male and Female can apply

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Category: Bank/ Non-Bank Fin. Institution