Jr. Executive - Mobile Based Customer Care

Job Description

Title: Jr. Executive - Mobile Based Customer Care

Company Name: Max Social Enterprise Ltd.

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: --

Experience:

• At most 2 years
• The applicants should have experience in the following business area(s): Multinational Companies

• Bachelor/Honors

• Minimum Bachelor’s Degree in any discipline

• Preferred: Business Administration, Social Science, or related field

• At most 2 years
• The applicants should have experience in the following business area(s): Multinational Companies

Experience Requirements

• 0–2 years of experience in customer care or service-related roles.

• Fresh graduates are encouraged to apply

Skills & Competencies

• Good communication skills in Bangla; basic English preferred.

• Polite behavior and customer-friendly attitude.

• Basic computer skills (MS Word, Excel, email).

• Ability to handle customer queries patiently.

• Willingness to work in shifts, if required.

Max Social Enterprise Ltd is dedicated to creating a future in Bangladesh without a water crisis. Our mission is to ensure that every person, regardless of gender, age, wealth, or location, has safe, sufficient, and affordable water delivered directly to their homes. We are committed to making a positive impact on the lives of people in Bangladesh. Max Tap Water connects households to supply safe and affordable water at home in the southern coastal areas of Bangladesh. Max Tap Water is a 99% Dutch owned company. Each water grid covers around 80 households in rural and peri-urban locations. Our grids are technically simple in design and materials are locally sourced. By providing safe domestic water, Max Tap Water reduces the incidence of water-borne diseases in families and reduces the burden of water collection, especially for women and girls.

Role Description: Max Social Enterprise Ltd. is seeking a motivated and customer-oriented Jr. Executive – Mobile Based Customer Care to support mobile and digital customer service operations and ensure timely response to customer queries and complaints.

Key Responsibilities

• Receive incoming calls and messages through the designated hotline and digital platforms.

• Provide accurate and timely information to customers regarding water supply, tariffs, complaints, service connections, and general inquiries.

• Log all customer interactions, complaints, and follow-ups in the service database.

• Register and categorize complaints based on type, location, and urgency.

• Coordinate with field operators, grid managers, and technical teams for complaint resolution.

• Maintain daily, weekly, and monthly records of call volume, complaint trends, and response times.

• Analyze and report recurring issues, service gaps, or customer satisfaction trends to management.

• Assist in generating customer service performance dashboards and feedback reports.

• Provide inputs for improving the mobile-based platform and integrating digital features (e.g., automated responses, service tracking).

• Suggest improvements in processes, scripts, and digital tools for enhanced customer engagement.

• Collaborate with the MEAL, operations, and grid teams for timely closure of complaints or queries.

• Follow up with customers post-resolution to assess satisfaction and quality of service.

• Support community mobilizers in linking field-level feedback with the customer care system

• Salary and benefits will be offered as per organizational policy and based on experience and qualifications.