Customer Service Manager

Job Description

Title: Customer Service Manager

Company Name: Vivid Trims

Vacancy: --

Age: Na

Job Location: Dhaka (Mirpur12, Pallabi)

Salary: Negotiable

Experience:

• 5 to 8 years
• The applicants should have experience in the following business area(s): Garments, Call Center, Garments Accessories

Published: 2025-12-27

Application Deadline: 2026-01-06

Education:

• Master of Business Administration (MBA)
• Bachelor of Business Administration (BBA)

Professional Certification / Training / OthersCertification or training in Customer Service Management / Customer Experience (CX)

Training on Call Center Operations or Contact Center Management

Leadership or People Management Training

Training on Complaint Handling and Conflict Resolution

CRM software training (Salesforce, Zoho, Freshdesk, or similar)

Training on Business Communication and Customer Handling

Basic training on Quality Assurance (QA) and Service Monitoring

Knowledge of service SOP development and process improvement

Training on MS Excel and Reporting for service performance analysis

Note: Certification is preferred but not mandatory.

Requirements:

• 5 to 8 years
• The applicants should have experience in the following business area(s): Garments, Call Center, Garments Accessories

Skills Required: Communication,Complaint Handling skill,Customer Service Quality Control,Expertise on Customer Relationship Management (CRM) handling.,Negotiation and Conflict Resolution,People Management,Performance Tracking and Evaluation,Problem solving and decision making,SOP Development,Team Leadership

Additional Requirements:

Responsibilities & Context:

Job Context

The Customer Service Manager will be responsible for leading and managing the customer service team to ensure excellent customer experience across all touchpoints. The role involves setting service standards, handling escalated customer issues, improving service processes, and coordinating with internal departments to ensure timely and effective customer support. This position plays a key role in maintaining customer satisfaction, loyalty, and brand reputation.

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Job Responsibilities

• Lead, supervise, and motivate the customer service team to achieve service excellence

• Develop and implement customer service policies, procedures, and SOPs

• Monitor daily customer interactions through calls, emails, social media, and other channels

• Handle escalated customer complaints and ensure effective resolution

• Analyze customer feedback and complaints to identify areas for improvement

• Prepare and present regular service performance reports to management

• Coordinate with sales, accounts, logistics, and technical teams to resolve customer issues

• Train and coach customer service staff to improve communication and problem-solving skills

• Ensure compliance with company policies and service quality standards

• Continuously work on improving customer satisfaction and retention

Job Other Benifits:

Employment Status: Full Time

Job Work Place: Work at office

Company Information:

Gender: Male and Female can apply

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

Category: Customer Service/Call Centre