Head of Customer Service

Job Description

Title: Head of Customer Service

Company Name: building technology & ideas ltd.

Vacancy: --

Age: Na

Job Location: Dhaka (Gulshan)

Salary: Negotiable

Experience:

• 15 to 20 years

• 15 to 20 years

• Strong leadership and team management skills.

• Excellent communication and negotiation abilities.

• Strong problem-solving and conflict resolution skills.

• Experience with CRM systems and customer experience management.

• Ability to work under pressure.

• Strong customer-centric mindset.

Educational Requirements

Masters/ MBA from a reputed university.

Experience Requirements

• 15–20 years of experience in customer service, client relations, or after-sales service.

• Minimum 5 years in a leadership role.

• Experience as head of department is desirable.

• Experience in real estate / property development industry will be preferred.

• 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.