Customer Experience Service Director
VEON-BANGLALINK, Bangladesh

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 amp; 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 amp; 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 amp; 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 operationsIf you are interested to pursue a career with us and you have the required experience amp; skills, please apply with an updated CV on or beforeApril 24, 2021.
Banglalink, one of the leading digital communications service providers in Bangladesh with over 35 million subscribers, and a subsidiary of Netherlands based company VEON Ltd.
Working at VEON demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful. Being truthful requires us to act ethically, honestly, and with integrity.
Follow us in our company pagewww.linkedin.com/company/banglalink to learn more about Banglalink and our career opportunities.
Thank you for your application. Please note that your resume will be stored with us for the purpose of present and future recruitments only.