Customer Experience & Service Director

Job Responsibility:

  • Oversee improvement processes for the performance of all customer care units to achieve customer service excellence
  • Develop strategies to increase customer satisfaction index and lead development of Cost Optimization strategies in customer care operation through automation and innovative solutions
  • Prepare strategies to meet & exceed customer expectation through quickest turn-around time throughout the country by increasing Customer Service touch points
  • Increase customer retention, minimize the churn and supervise various BTL & ATL activities for retention based on Business Intelligence analysis
  • Review comprehensive data analysis to predict and advice upon action against possible churn or bad debts
  • Implement quality customer service to ensure maximum customer satisfaction and establish Banglalink as a customer focused company
  • Ensure the team is equipped with the requisite knowledge by identifying training requirements to develop team members
  • Continuous demonstration of leadership in order to build and retain a proficient, motivated, knowledgeable and highly effective team

Required Academic Qualifications

  • Masters’ degree preferably MBA from any UGC approved university

Required Experience

  • 12-14 years of experience, with 6-7 years of relevant experience of customer care in the Telecom Industry will be an added advantage

Required Knowledge & Skills

  • Good understanding of financial management
  • Comprehensive knowledge of customer management practices
  • In-depth understanding of market dynamics and competitive environment
  • Basic understanding of Consumer Credit
  • In-depth understanding of Customer Behavior, Strong knowledge of Collection Processes, Sound know-how of Churn Practices
  • Thorough understanding of BTRC regulations
  • Sound knowledge of Credit Risk Management
  • Basic knowledge of telecom technologies, network devices and CRM solutions that are directly linked with customer service operations


If you are interested to pursue a career with us and you have the required experience & skills, please apply with an updated CV on or before April 24, 2021.

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