Job Summary

Noman Group, the largest vertically integrated textile group of companies in Bangladesh is looking for an effective, energetic and ambitious Customer Service Manager to direct customer service teams, train and develop the team, quality control, and create an overall premium customer service experience. Ultimately, you should be able to ensure certain targets are achieved and that the customer service process is running smoothly and promptly.

Job Description

Vacancy:
2

Job Responsibilities:
- Act as a trusted escalation point for customer issues. The Manager of Customer Support should embody customer service, gaining customer trust if customers asks "Can I speak to a manager?" by showing great empathy and demonstrating Subject Matter Expertise in all troubleshooting steps. He or she should inspire the team with each customer interaction, and be seen as a mentor by all reports.
- Manage a growing team of 8 team members, who work nearly 12/7. Achieve consistent quality by effective QA and follow up with agents. Motivate and retain a team.
- Drive continuous improvement of customer satisfaction and team efficiency. Proactively suggest improvements of processes and/or tools, and obtain stakeholder buy-in through strong collaboration and meeting management. Execute improvement initiatives on time; anticipates and communicates risks/delays ahead of time.
- Proactively prevent issues from occurring by acting as "Voice of the Customer" to internal stakeholders with both quantitative analytics and qualitative descriptions of user experience / issues. Collaborate with Product/IT/Operations on improvements to reduce issue occurrence.
- Strong verbal and written English communication, indistinguishable from native English speakers.
- 3+ years of people management experience
- Strong analytical and presentation skills. Experience presenting to senior leadership
- Knowledge of customer support ticketing system (e.g., Freshdesk, Zendesk) and/or CRM system (e.g. Salesforce) preferred

Employment Status:
Full-time

Workplace:
Work at office

Educational Requirements:
- Bachelor degree in any discipline
- Skills Required: Customer Relationship Management (CRM)

Experience Requirements:
- At least 3 year(s)
- The applicants should have experience in the following area(s): Customer Relationship Management (CRM)
- The applicants should have experience in the following business area(s): Garments

Additional Requirements:
- Age at least 20 years
- Both males and females are allowed to apply

Compensation & Other Benefits:
- Mobile bill, Medical allowance
- Salary Review: Yearly

Experience

3 years - 6 years  In Relevant field

Keyskills

Customer Relationship Management