Officer, Service Quality & Complaint Management

Job Description

Title: Officer, Service Quality & Complaint Management

Company Name: bKash Ltd.

Vacancy: 1

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline

Experience Requirements:
∎ 1 to 2 year(s)
∎ The applicants should have experience in the following area(s): Customer Service
∎ The applicants should have experience in the following business area(s): Telecommunication, Banks

Job Responsibilities:
∎ Service Quality Assurance:
∎ Develop effective mechanism to measure service quality provided from different customer touch points.
∎ Review and assess service quality to identify the development area.
∎ Drive team to improve the service mechanism system for the identified development area.
∎ Frequent mystery visits to all customer center to asses service quality.
∎ Maintain effective alignment with regulatory guidelines.
∎ Development:
∎ Drive for automation & development in service processes.
∎ Reporting:
∎ Report service quality status
∎ Compliance and competition status, voice of customer status reporting.
∎ Identify and mitigate the gap between execution timeline and SLA.

Additional Requirements:
∎ Excellent Verbal & written Communication Skill.
∎ Self motivated.
∎ Strong analytical ability and data management skills
∎ Willing to work anywhere in the country.

Salary: Negotiable

Application Deadline: December 31, 2019

Company Information:
∎ bKash Ltd.
∎ Address : Shadhinata Tower, 1, Bir Sreshtha Shaheed Jahangir Gate, Dhaka Cantonment, Dhaka-1206
∎ Web : www.bkash.com
∎ Business : Mobile financial service

Category: Customer Support/Call Centre