Head of Customer Experience
Job Description
Title: Head of Customer Experience
Company Name: Banglalink
Vacancy: Not specific
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Masters' degree preferably MBA from any UGC approved university
Experience Requirements:
∎ 12 to 14 year(s)
Job Responsibilities:
∎ Oversee improvement processes for the performance of all customer care units to achieve customer service excellence
∎ Develop strategies to increase customer satisfaction index and lead development of Cost Optimization strategies in customer care operation through automation and innovative solutions
∎ Prepare strategies to meet & exceed customer expectation through quickest turn-around time throughout the country by increasing Customer Service touch points
∎ Increase customer retention, minimize the churn and supervise various BTL & ATL activities for retention based on Business Intelligence analysis
∎ Review comprehensive data analysis to predict and advice upon action against possible churn or bad debts
∎ Implement quality customer service to ensure maximum customer satisfaction and establish Banglalink as a customer focused company
∎ Ensure the team is equipped with the requisite knowledge by identifying training requirements to develop team members
∎ Continuous demonstration of leadership in order to build and retain a proficient, motivated, knowledgeable and highly effective team
Additional Requirements:
∎ 12-14 years of experience, with 6-7 years of relevant experience of customer care in the Telecom Industry will be an added advantage
∎ Good understanding of financial management
∎ Comprehensive knowledge of customer management practices
∎ In-depth understanding of market dynamics and competitive environment
∎ Basic understanding of Consumer Credit
∎ In-depth understanding of Customer Behavior, Strong knowledge of Collection Processes, Sound know-how of Churn Practices
∎ Thorough understanding of BTRC regulations
∎ Sound knowledge of Credit Risk Management
∎ Basic knowledge of telecom technologies, network devices and CRM solutions that are directly linked with customer service operations
Job Source: Bdjobs.com Online Job Posting.
Company Information:
∎ 12 Apr 2021
∎ Banglalink
∎ Business : Wireless Telecommunication
Category: IT/Telecommunication
Source: bdjobs.com
Deadline Expired on 24th Apr 2021
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