Job Description
Title: Customer Service Manager
Company Name: IDLC Finance Limited
Vacancy: 01
Job Location: Anywhere in Bangladesh
Employment Status: Full-time
Experience Requirements:
∎ At least 8 year(s)
Job Responsibilities:
∎ Lead, supervise, train and motivate a team of Customer Service Officers to provide customers with a service experience which is positive, engaging, effective and efficient.
∎ Communicate, collaborate and coordinate with business and other functional units, stakeholders, CED team members and HoCED as per requirements to accomplish service requests and resolve service issues
∎ Deal with customers, engage with stakeholders as and when necessary, to resolve customer complaints and service issues
∎ Monitor activities and performance of the branch service channel
∎ Monitor activities and performance of the alternative service channel
∎ Monitor collection follow ups and activities of the central customer monitoring cell
∎ Ensure given targets are achieved through the various teams
∎ Develop and review customer service guidelines, service level agreements and other relevant policies from time to time
∎ Analyze data and formulate reports for oversight and supervision as well as to meet requirement of Management
∎ Track and incorporate customer feedback into processes, policies and strategies to increase customer satisfaction, loyalty and advocacy
∎ Initiate projects to enhance customer experience
∎ Determine scope for system development and take initiatives to incorporate them to improve service efficiency and quality
∎ Set KPI for CED CSOs
∎ Work with other departments to identify and implement customer focused initiatives, such as customer service training, personalized marketing campaigns or product improvements.
∎ Ability to continuously communicate and train colleagues to keep the team updated in order to align the services with the changes
Additional Requirements:
∎ Age at least 30 years
∎ 8+ years banking experience
∎ Good understanding of retail banking, products and services, trends and developments.
∎ Excellent customer service and negotiating skills
∎ Strong interpersonal skills; leadership, team building, conflict management, issue resolution and problem-solving skills
∎ Skilled in project management
∎ Excellent analytical and problem solving skills and ability to work in a team
∎ Excellent written and verbal communication skills
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 5 Jun 2023
Company Information:
∎ 22 May 2023
∎ IDLC Finance Limited
∎ Address : Bay's Galleria (1st Floor), 57 Gulshan Avenue (CWS-A-19), Gulshan-1, Dhaka-1212
∎ Web : www.idlc.com
∎ Business :
Category: Bank/Non-Bank Fin. Institution
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