Manager, Customer Care (Time Zone)

Job Description

Title: Manager, Customer Care (Time Zone)

Company Name: Kallol Group of Companies

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Tk. 100000 - 200000 (Monthly)

Experience:

Published: 2026-03-05

Application Deadline: 2026-03-31

Education:

Requirements:

Skills Required:

Additional Requirements:

Responsibilities & Context:

About the Company

Kallol Group of Companies is one of Bangladesh’s leading and most respected business conglomerates, recognized for its commitment to trust, quality, and excellence. Through our Time Zone outlets and service network nationwide, we represent a wide portfolio of internationally renowned luxury and lifestyle watch brands, including Rado, Longines, Tissot, Citizen, Casio, Seiko, Fossil, Swatch, Tommy Hilfiger, Titan, and others.

Alongside offering genuine products, we operate a world-class service center dedicated to providing reliable after-sales support, professional watch servicing, and an exceptional customer care experience that reflects the global standards of the brands we represent.

Key Responsibilities

Customer Service & Complaint Management

• Manage customer complaints and service-related queries from Head Office and Time Zone outlets, ensuring prompt and professional resolution.

• Communicate with customers regarding watch servicing status, delivery timelines, and other service matters via phone, email, or in person.

• Ensure high standards of customer experience across all service touchpoints.

• Handle complaints from external bodies such as the Consumer Association of Bangladesh (CAB) and ensure timely resolution.

Service Operations & Warranty Management

• Oversee watch servicing operations including transit, diagnosis, repair, and delivery coordination.

• Manage defective, pending, and QC-failed watches in coordination with Brand Managers and Time Zone teams.

• Handle warranty replacements, warranty claims, and communication with brand principals or mother companies.

• Coordinate shipment of watches to mother companies for repair when required.

Spare Parts & Inventory Management

• Prepare and manage spare parts orders for all brands, including straps, movements, and other components.

• Coordinate with the Commercial Department for PI preparation, TT payments, and imported spare parts management.

• Maintain records of spare parts inventory, servicing tools, and trackless watches.

• Ensure timely distribution of spare parts and tools to Customer Service Points (CSP) and technicians.

Coordination & Service Centre Management

• Coordinate with internal departments such as IT, Audit, Sales, Store, and Accounts regarding after-sales service operations.

• Supervise 29+ Customer Service Points (CSPs) and monitor service center operations and outstanding collections.

• Lead, guide, and motivate technicians and service teams to maintain high service standards.

• Arrange training and skill development initiatives for technicians and service personnel.

Reporting, Training & Administration

• Prepare service reports and yearly repair reports for brand principals.

• Provide accurate service data and operational insights to management to support strategic decision-making.

• Review requisitions, verify service bills, and maintain service-related system records.

• Conduct after-sales service training for Time Zone employees and support service process improvements.