DEPUTY MANAGER - CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Job Description

Title: DEPUTY MANAGER - CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Company Name: Hill Plantation Ltd.

Vacancy: 1

Age: At least 35 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 8 years
• The applicants should have experience in the following business area(s): Agro based firms (incl. Agro Processing/Seed/GM)

• Master of Business Administration (MBA)
• Masters

• Master or MBA In Marketing or public relation from any reputed University.  

• At least 8 years
• The applicants should have experience in the following business area(s): Agro based firms (incl. Agro Processing/Seed/GM)

• Age At least 35 years

• Minimum 08 years’ experience in any reputed company in customer service management

• Strong interpersonal skills such as leadership, communication, persuasion, motivation, loyalty, and openness.

• Minimum 02 (TWO) years of proven experience in a Customer Service Management role at the level of Assistant Manager preferably within a reputed trading, engineering, or industrial products company.

The DEPUTY MANAGER – Customer Relationship Management (CRM) shall be responsible for leading and overseeing all customer service, client communication, and relationship management functions of the company, ensuring superior customer satisfaction and service excellence in the pump trading business.

Key Responsibilities

Customer Relationship Management

• Develop and implement effective CRM strategies to strengthen long-term relationships with dealers, distributors, corporate clients, and end customers.

• Ensure high standards of customer satisfaction through prompt and professional service delivery.

• Maintain regular communication with key customers to understand business needs, feedback, and service expectations.

Client Query and Complaint Management

• Supervise the handling of all customer queries, service requests, complaints, and technical concerns related to pump products and after-sales services.

• Ensure timely resolution of customer issues through coordination with sales, technical, service, and supply chain teams.

• Establish an efficient complaint escalation and resolution framework to minimize response time and improve service quality.

• Prepare periodic reports on customer complaints, resolution status, and service improvement initiatives.

Call Center Management

• Oversee the day-to-day operations of the customer service and call center team.

• Monitor inbound and outbound calls related to product inquiries, order status, service support, and complaint handling.

• Develop call handling protocols, service scripts, and response standards for professional customer communication.

• Ensure call center KPIs such as response time, first-call resolution, customer satisfaction score, and service turnaround time are consistently achieved.

• Conduct regular performance reviews, training, and skill development sessions for call center executives.

Service Coordination and After-Sales Support

• Coordinate with the technical service department to ensure smooth after-sales support for pumps, motors, and related products.

• Monitor warranty claims, installation support, maintenance requests, and service follow-up activities.

• Ensure service commitments are fulfilled within the agreed timeline.

CRM System and Data Management

• Maintain and update the customer database, service history, dealer communication records, and complaint logs within the CRM system.

• Analyze customer trends, recurring issues, and service performance data to recommend operational improvements.

• Generate monthly MIS and dashboard reports for management review.

Process Improvement and Customer Experience

• Continuously improve customer service processes to enhance overall customer experience and brand loyalty.

• Recommend policy and process changes based on customer feedback and market requirements.

• Support management in developing customer retention and engagement programs.

Cross-Functional Coordination

• Work closely with Sales, Marketing, Technical, and Operations teams to ensure seamless customer support across all business channels.

• Assist in managing dealer support communication and corporate customer service requirements.

• Festival Bonus.

• Medical allowance

• TA / DA

• Mobile allowance

• Lunch subsidy