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Category: Customer Support/Call Centre

Customer Experience Manager

A Reputed Multinational Company



Job Context
    A reputed multinational company (working more than 100 countries) is looking for a CX Manager who will be responsible for providing flawless, upscale, professional and high class Service experiences to applicants and agents walking into office. Her duties will include and not just limited to take a walk around the office & respond to any Customer enquiries/grievance/needs, anticipating unstated ones and provide upscale response / resolution real time at the office area.
Job Responsibilities
  • Provide upscale Customer service experiences by resolving ALL grievances, real time.
  • Work closely with various stakeholders ( Floor Walkers,Operations and Enabling units) to resolve customer feedback.
  • Handle grievances, appreciation and suggestion and share them for further best practice.
  • Intervene and respond to any disgruntlement applicant / agent in the office.
  • Be visible for walk around across all Mission , respond to any applicant needs and anticipate any unstated ones.
  • Train team of floor walkers on enhancing customer experience. Ensure necessary product and process training is provided to staff on a regular basis through coaching and development programs.
  • Guide applicants on our Policies and terms and redirect them to internal feedback management modes as against social media.
  • Responsible for Satisfaction Index / Score from Applicants [VOA]. Analysing customer feedback and supporting strategic direction to continuously improve overall rating
  • Enlist satisfied customers and partners to tell their stories, and leverage partnerships to enlist advocates to share good stories. Ensure positive feedback is annotated over social media and/or internal feedback modes.
  • Maintains a continuous focus on the customer and the customer experience. thereby reducing repeat complaints and dissatisfaction.
  • Develop a regular means of communication (e.g., newsletter or blog) to communicate achievements (success stories), progress and plans for improved customer service. Update Customer Care on suspect complaints via end of day written communication/ reports.
  • Gently guide people about available Value Added Service without hard selling.
  • Judicious use of natural resources.
  • Responsible for Satisfaction Index / Score from Employees.
  • Shall adhere to the environment health and safety policy/objectives and guidelines of the organization.
Employment Status


Educational Requirements
  • Bachelor degree in any discipline
  • Must be fluent in English
Experience Requirements
  • 4 to 8 year(s)
Additional Requirements
  • Age 30 to 35 years
  • Only females are allowed to apply
  • Must have direct customer handling experience in Big Customer care/ Reputed retail shop/ reputed hotel/ Airlines etc.
Job Location

Anywhere in Bangladesh

    Tk. 60000 - 85000 (Monthly)
Compensation & Other Benefits
  • Medical allowance, Weekly 2 holidays, Gratuity
  • Salary Review: Yearly
  • Festival Bonus: 2
  • As per company policy
Job Summary

Published on: Feb 13, 2020

Vacancy:  1

Employment Status: Full-time

Experience: 4 to 8 year(s)

Gender: Only females are allowed to apply

Age: Age 30 to 35 years

Job Location: Anywhere in Bangladesh

Salary: Tk. 60000 - 85000 (Monthly)

Application Deadline: Feb 27, 2020

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Application Deadline : February 27, 2020
Company Information
A Reputed Multinational Company