Job Description
Title: Regional Customer Care Manager
Company Name: EDISON GROUP
Vacancy: --
Location: Chattogram, Dhaka ...
Salary: Negotiable
Experience:
∎ 7 to 8 years
Published: 17 Nov 2024
Education:
∎ Masters, Master of Business Administration (MBA)
Requirements:
Additional Requirements:
∎ 7-8 years of experience in customer service management or related field.
∎ Proven experience in leading and supervising customer care teams.
∎ Experience in regional or multi-location management within a service-oriented industry.
∎ Experience in managing or operating teams remotely.
∎ Strong background in performance analysis and process improvement.
Responsibilities & Context:
∎ Oversee customer care operations within the region.
∎ Ensure service quality and consistency across centers.
∎ Lead and mentor customer care teams for performance improvement.
∎ Monitor service metrics and implement improvements.
∎ Address escalated customer complaints and complex cases.
∎ Coordinate with other departments for operational support.
∎ Develop and enforce customer care policies and procedures.
∎ Prepare and present performance reports to senior management.
∎ Manage staffing and training for service centers in the region.
∎ Ensure compliance with company standards and regulations.
∎ Drive initiatives to enhance customer satisfaction.
∎ Oversee inventory and resource management for service centers.
∎ Job Context:
∎ SYMPHONY Mobile, a leading mobile handset brand in Bangladesh, is currently seeking potential candidates for the position of Regional Customer Care Manager (RCCM). RCCM will oversee and enhance regional operations of Customer Care centers of SYMPHONY Mobile under the service department, ensuring service quality and consistency. RCCM is expected to lead regional teams, implement improvements, resolve complex issues, and maintain company standards to drive customer satisfaction across the region.
∎ Job Responsibilities:
∎ Oversee customer care operations within the region.
∎ Ensure service quality and consistency across centers.
∎ Lead and mentor customer care teams for performance improvement.
∎ Monitor service metrics and implement improvements.
∎ Address escalated customer complaints and complex cases.
∎ Coordinate with other departments for operational support.
∎ Develop and enforce customer care policies and procedures.
∎ Prepare and present performance reports to senior management.
∎ Manage staffing and training for service centers in the region.
∎ Ensure compliance with company standards and regulations.
∎ Drive initiatives to enhance customer satisfaction.
∎ Oversee inventory and resource management for service centers.
Skills & Expertise:
Compensation & Other Benefits:
∎ Mobile bill
∎ Salary Review: Yearly
∎ Festival Bonus: 2
∎ Other Benefits as per company policy.
Workplace:
∎ Work at office
Employment Status: Full Time
Job Location: Chattogram, Dhaka, Khulna, Rajshahi, Rangpur
Company Information:
∎ EDISON GROUP
∎ Rangs Babylonia, Level 6-9, 246, Bir Uttam Mir Shawkat Road (Tejgaon Link Road), Tejgaon I/A,Tejgaon, Dhaka-1208
Address::
∎ Rangs Babylonia, Level 6-9, 246, Bir Uttam Mir Shawkat Road (Tejgaon Link Road), Tejgaon I/A,Tejgaon, Dhaka-1208
Read Before Apply: Please apply only who are fulfilling all the requirements of this job
Application Deadline: 30 Nov 2024
Category: Customer Support/Call Centre
