Job Description
Title: Manager, Customer Experience (Night Shift)
Company Name: Apex Data Management & IT Ltd
Vacancy: 1
Location: Dhaka (Banani)
Salary: Negotiable
Experience:
∎ 12 to 14 years
∎ The applicants should have experience in the following business area(s):IT Enabled Service, BPO/ Data Entry Firm
Published: 22 Jan 2025
Education:
∎ Bachelor/Honors
Requirements:
Responsibilities & Context:
∎ Planning, organizing, and coordinating daily operational activities.
∎ Oversee the execution of tasks and projects, ensuring client deadlines are met.
∎ Supervise and provide guidance to team members, ensuring they understand their roles and responsibilities.
∎ Develop and implement strategies to enhance customer satisfaction, loyalty, and retention by improving the end-to-end customer journey.
∎ Lead and mentor cross-functional teams to deliver high-quality service and meet business objectives, while fostering a customer-centric culture.
∎ Foster a positive work environment that promotes teamwork, collaboration, and open communication.
∎ Identify and pursue growth opportunities, including new markets, partnerships, and innovative solutions that align with business goals.
∎ Build and maintain relationships with key stakeholders, partners, and clients to drive long-term business growth.
∎ End-to-end customer service with excellence that delivers result.
∎ Quality assurance of the services generated by stakeholders.
∎ Analyze customer feedback, market trends, and performance metrics to inform decision-making and continuously improve service delivery.
∎ Develop revenue-generating strategies, revenue generation and meet business delivery targets.
∎ Identify inefficiencies and implement process improvements to enhance operational efficiency and customer experience.
∎ Provide regular updates and insights to senior management on customer experience outcomes, business development progress, and performance against goals. Set and review performance goals daily, weekly, monthly, and annually.
∎ Ensuring timely service delivery in line with Apex DMIT’s brand promises.
∎ Keep current on company information and materials.
∎ Keep current on the company's marketing strategies.
∎ Be an Apex DMIT Ltd. flag bearer on and off the job.
∎ Attend and actively participate in all team meetings, and workshops/training.
∎ Positive and enthusiastic attitude
∎ Excellent English verbal communication skills
∎ Excellent active listening skills
∎ Able to work independently as well as a team player
∎ Knowledge and application of techniques such as building rapport, needs/values evaluation, persuasion, negotiation, closing a deal, etc.
∎ Analytical capability.
∎ High English typing speed & accuracy.
∎ Curiosity and high learning propensity.
∎ Computer literacy.
∎ Decision-making capability.
∎ Ability to work under pressure & meet deadlines.
∎ Cross-cultural awareness.
∎ Customer-centricity and problem-solving mindset.
∎ Empathy.
∎ Position Summary: The Manager of Customer Experience & Business Development will drive initiatives to meet business targets by enhancing customer satisfaction and identifying growth opportunities. This role requires strong leadership to guide teams, optimize customer journeys, and develop strategic partnerships aligned with business goals for Apex DMIT Ltd. consistently. Also ensuring compliance with the company policies and optimal implementation of overall activity plan and strategies. The ideal candidate combines a customer-centric mindset with business acumen to achieve sustainable growth.
∎ Scope: The incumbent will primarily be dealing with USA based clients & stakeholders. So, high proficiency in English communication is mandatory for the role.
∎ Essential Duties & Responsibilities:
∎ The essential functions include but are not limited to the following:
∎ Planning, organizing, and coordinating daily operational activities.
∎ Oversee the execution of tasks and projects, ensuring client deadlines are met.
∎ Supervise and provide guidance to team members, ensuring they understand their roles and responsibilities.
∎ Develop and implement strategies to enhance customer satisfaction, loyalty, and retention by improving the end-to-end customer journey.
∎ Lead and mentor cross-functional teams to deliver high-quality service and meet business objectives, while fostering a customer-centric culture.
∎ Foster a positive work environment that promotes teamwork, collaboration, and open communication.
∎ Identify and pursue growth opportunities, including new markets, partnerships, and innovative solutions that align with business goals.
∎ Build and maintain relationships with key stakeholders, partners, and clients to drive long-term business growth.
∎ End-to-end customer service with excellence that delivers result.
∎ Quality assurance of the services generated by stakeholders.
∎ Analyze customer feedback, market trends, and performance metrics to inform decision-making and continuously improve service delivery.
∎ Develop revenue-generating strategies, revenue generation and meet business delivery targets.
∎ Identify inefficiencies and implement process improvements to enhance operational efficiency and customer experience.
∎ Provide regular updates and insights to senior management on customer experience outcomes, business development progress, and performance against goals. Set and review performance goals daily, weekly, monthly, and annually.
∎ Ensuring timely service delivery in line with Apex DMIT’s brand promises.
∎ Keep current on company information and materials.
∎ Keep current on the company's marketing strategies.
∎ Be an Apex DMIT Ltd. flag bearer on and off the job.
∎ Attend and actively participate in all team meetings, and workshops/training.
∎ Additional Qualifications
∎ The requirements listed below are representative of the knowledge, skills, and/or abilities necessary to perform these duties successfully.
∎ Positive and enthusiastic attitude
∎ Excellent English verbal communication skills
∎ Excellent active listening skills
∎ Able to work independently as well as a team player
∎ Knowledge and application of techniques such as building rapport, needs/values evaluation, persuasion, negotiation, closing a deal, etc.
∎ Analytical capability.
∎ High English typing speed & accuracy.
∎ Curiosity and high learning propensity.
∎ Computer literacy.
∎ Decision-making capability.
∎ Ability to work under pressure & meet deadlines.
∎ Cross-cultural awareness.
∎ Customer-centricity and problem-solving mindset.
∎ Empathy.
Skills & Expertise:
Compensation & Other Benefits:
∎ T/A, Weekly 2 holidays
∎ Attractive Monthly Salary
∎ Festival Bonus (Twice annually)
∎ Sales Incentive Quarterly/Half yearly
∎ Loyalty Bonus (Once After 2 Years)
∎ Long Service Award
∎ Performance Review Periodically
∎ Structured Training & Development Program (Yearlong)
∎ Benefits
∎ Attractive Monthly Salary
∎ Festival Bonus (Twice annually)
∎ Sales Incentive Quarterly/Half yearly
∎ Loyalty Bonus (Once After 2 Years)
∎ Long Service Award
∎ Performance Review Periodically
∎ Structured Training & Development Program (Yearlong)
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Dhaka (Banani)
Job Highlights:
∎ *Please proceed with applying only if the working hours suit you.
∎ Night Shift
∎ Work Time: 6 PM to 3 AM
∎ Work Days: (Monday- Friday)
∎ Weekend: 2 Days (Saturday- Sunday)
Company Information:
∎ Apex Data Management & IT Ltd
∎ House No: 133 (6th, 7th & 8th Floor), Road: 12, Block-E, Banani, Dhaka-1213
Address::
∎ House No: 133 (6th, 7th & 8th Floor), Road: 12, Block-E, Banani, Dhaka-1213
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 21 Feb 2025
Category: Marketing/Sales
