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
:
Deadline Expired on 3rd Mar 2023
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