Head of Customer Service

Job Description

Title: Head of Customer Service

Company Name: building technology & ideas ltd.

Vacancy: --

Age: 28 to 40 years

Job Location: Dhaka (Gulshan)

Salary: Negotiable

Experience:

• At least 3 years

• Master of Business Administration (MBA)
• Bachelor of Law (LLB)

• At least 3 years

• Age 28 to 40 years
• Only Male

• Minimum 3 years of job experience in the same field.       
• Verbal & written communication skills.
• Ability to make Registration Document Draft.
• Knowledge of Land documentations.

Lead and manage the Customer Service Department to ensure high standards of customer satisfaction.

Develop and implement customer service strategies, policies, and SOPs aligned with company objectives.

Oversee the entire customer lifecycle, including documentation, project updates, handover, and after-sales services.

Handle and resolve high-level customer complaints and escalations professionally.

Coordinate with Sales, Design, Construction Management, Legal, Finance and RM teams to ensure smooth service delivery.

Monitor customer service performance using KPIs and service metrics.

Develop a customer feedback and complaint management system to improve service quality.

Lead and mentor customer service team members and conduct regular training programs.

Ensure timely handover of apartments/units and proper documentation to customers.

Manage post-handover services, including defect liability support and maintenance coordination.

Maintain strong relationships with customers and ensure transparent communication.

Prepare customer service reports and analysis for senior management.

Monitor and Implement CRM systems and digital service tools to enhance customer experience.

Ensure compliance with company policies and service commitments.

• Salary Review: Yearly based on performance,

• Festival Bonus: 2(Yearly),

• Earn leave encashment,

• Gratuity Scheme,

• Welfare Fund,

• Car loan policy,

• Apartment ownership facility.