Head of Customer Care

Job Description

Title: Head of Customer Care

Company Name: Bengal Islami Life Insurance Ltd

Vacancy: --

Age: Na

Job Location: Dhaka (Motijheel)

Salary: Negotiable

Experience:

• At least 5 years
• The applicants should have experience in the following business area(s): Insurance

• Bachelor/Honors
• Masters

• Master’s Degree in Business Administration, Marketing, Management, or a related field from a recognized university.

• Bachelor’s Degree holders with extensive experience in customer service leadership roles will also be considered.

• At least 5 years
• The applicants should have experience in the following business area(s): Insurance

Skills & Competencies Required:

• Minimum 05 years’ experience in customer service (experience in life insurance/financial services preferred).

• Strong leadership, team management, and motivational skills.

• Excellent communication (Bangla & English) and interpersonal abilities.

• Problem-solving aptitude with a customer-centric mindset.

• Ability to work under pressure and manage multiple priorities.

• Proficiency in MS Office and familiarity with customer service software/IMS systems.

Location: Head Office, Dhaka

About Us: Bengal Islami Life Insurance Limited is a leading Shariah-compliant life insurance company dedicated to delivering innovative products and exceptional service to our valued policyholders. We are seeking a dynamic, experienced, and service-oriented professional to lead our Customer Care Department and enhance customer satisfaction across all touchpoints.

Key Responsibilities:

• Lead, manage, and supervise the Customer Care Department to ensure efficient service delivery.

• Develop and implement customer service policies, procedures, and service standards.

• Monitor customer interactions to ensure quality, compliance, and professionalism.

• Handle escalated customer queries, complaints, and disputes with empathy and prompt resolution.

• Conduct regular training, coaching, and performance evaluations for the customer care team.

• Collaborate with other departments to resolve customer issues and improve service processes.

• Prepare periodic reports on customer service performance, trends, and improvements.

• Drive customer experience enhancement initiatives to align with the company’s service excellence goals.

Salary & Benefits:

• Salary: Attractive remuneration package will be offered based on experience and qualifications.

Fringe Benefits:

• 02 (Two) Festival bonuses

• Group Life and Health Insurance (Self, Spouse and Children)

• Gratuity

• Provident Fund

• Partially subsidized lunch facilities