Manager- Customer Relations and Quality Assurance
Job Description
Title: Manager- Customer Relations and Quality Assurance
Company Name: Chaldal Limited
Vacancy: 1
Job Location: Jashore
Employment Status: Full-time
Educational Requirements:
∎ Bachelor degree in any discipline Qualifications
∎ Experience of managing operational customer service teams
∎ Good written and verbal communication skills in both English and Bangla
∎ Expert is using Google Sheet and/or Excel
∎ Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
∎ Able to develop strategy and make recommendations
∎ Demonstrate ability to motivate and communicate with others at all levels
∎ Influential relationships skills at all levels. Able to use these relationships to deliver service improvements
∎ Excellent communication and negotiation skills.
∎ Able to adapt and succeed in a changing environment
∎ Evidence of well-developed leadership skills.
Experience Requirements:
∎ At least 3 year(s)
Job Responsibilities:
∎ Setting up Customer Care channels with proper Solutions, modifying existing processes to improve.
∎ Empower and engage the Customer Service & QA team and suggest way forwards to ensure quality sales through service excellence and customer engagement.
∎ Develop culture and processes to meet business goals based on customer experience and feedback.
∎ Evaluate and improve customer (Cook/Diner) satisfaction.
∎ Evaluate and improve customer satisfaction (CSAT & NPS) hence identifying better tools and technologies to improve the customer experience (CEX) index.
∎ Exceed the Quality Assurance target by reviewing and implementing effective service standards (COPC). Assist to improve and simplify business processes when and wherever needed.
∎ Drive better sales through service.
∎ Continually develop improvements.
∎ Drive quality and consistency.
∎ Hold regular training with the team on Customer Service and Quality Assurance.
∎ Weekly meetings with the team.
∎ Ensure all orders are confirmed on the app, phone, Whatsapp, and Freshdesk.
∎ Build community through the Facebook group - posting content and encouraging others to do the same.
∎ Deal with critical/significant customer issues with the highest priority and complete involvement.
∎ Designing the PPG (Product program Guideline) to ensure same and proper information conveying through all channels.
∎ Manage the CRM and analyze the reports to understand the trend for improvement.
∎ Dump data from all reporting panels and prepare monthly , weekly and daily reports.
∎ Set up and design call center solution , IVR and monitor panels regularly , and prepare reports accordingly.
∎ Monitor team performance both online and offline and build strong relationships with all stakeholders.
∎ Monitor inspection team, Ensure the consistency on the revenue from inspection.
∎ Prepare and schedule a working roster for team.
Additional Requirements:
∎ Age at least 25 years
∎ Hours
∎ 6 working days (Saturday - Thursday)
∎ Working Hours: Shift basis; We have staff working from 9 am - 11 pm; We need a manager who can work to manage the staff working these hours. He has to work 9-10 hours each day and can choose the schedule in discussion with
∎ CEO.
Salary: Tk. 18000 - 20000 (Monthly)
Compensation & Other Benefits:
∎ Festival Bonus: 2
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 3 Mar 2023
Company Information:
∎ 5 Feb 2023
∎ Chaldal Limited
∎ Address : House - 14, Road, 6/C, Sector - 12, Uttara, Dhaka
∎ Web : www.chaldal.com
Category: Customer Support/Call Centre
:
Source: bdjobs.com
Deadline Expired on 3rd Mar 2023
Similar Jobs
Telesales Manager / Assistant Manager
Guest Service Executive (Call Centre)
Executive, Program Service Delivery (PSD)
Call Center Executive
Customer Service Executive
Customer Support Executive Through Facebook ( Meta ) (Facebook Moderator) (Work From Office)
Client Support Executive (International Project)
Customer Support and Sales Officer
Call Center Manager (For UK Customer)
Customer Service Officer
TELEMARKETING REPRESENTATIVE
Customer Care Executive (Female)
Crewing Executive
Executive - Telemarketing
Agent - Prescription Reader
Call Center Agent (Night Shift) - English
Executive, Customer Service
Customer Service Officer
Peer Leader
Executive( Customer Care Service)
Officer, CIC
Female Counsellor
Patient Relationship Officer (For Rajshahi)
Project Coordinator for Telemarketing [International Campaign]
Customer Support cum Live Presenter
কাস্টমার কেয়ার এক্সিকিউটিভ (ফিমেল)
Tele Sales Executive
Executive (Customer Support and Transcription)
Office Executive - Night Shift
Customer Support and Sales Executive
Executive (Female)
Call Center Agent
Customer Relationship Executive
Team Leader, Customer Care
Call Center Representative- Tele Sales
Jr. Executive/ Executive - Call Center
Travel Counselor - Sales Executive (Night Shift)
Executive/Sr. Executive (Customer Service, Export)
Contact Center Agent
Executive, Customer Relationship Management (Tech Sales)
Facebook Group