Customer Care Lead

SHATARUPA WEAVING MILLS LIMITED is looking for a responsible and performance-driven *Customer Care Lead* for its Islampur, Lion Tower office.

This is not a regular phone receiving position. The selected candidate will lead customer follow-up, tele sales support, complaint handling, customer database management, order and delivery coordination, sales team support and management reporting.

The candidate must understand that Islampur textile market is relationship-driven, price-sensitive, fast-moving and highly competitive. Regular follow-up, clear communication and quick complaint handling are directly connected with customer retention and sales growth.

Job Responsibilities:

• Make daily customer follow-up calls according to the assigned list.

• Maintain regular communication with old and existing customers.

• Try to reactivate inactive customers through planned phone follow-up.

• Receive, record and follow up customer complaints until proper resolution.

• Coordinate with the sales team regarding order status, delivery update and payment follow-up.

• Update customer database with buying history, product preference, feedback and outstanding status.

• Collect customer feedback regarding price, product quality, service and delivery.

• Support tele sales activities and forward potential leads to the sales team.

• Prepare daily call reports, follow-up reports and complaint reports.

• Prepare weekly customer feedback summary for management.

• Maintain proper call tone, follow-up discipline and customer communication standard.

• Supervise customer care team members if required.

• Inform management quickly about serious customer dissatisfaction, complaint or market feedback.

Key Performance Indicators:

Performance will be measured based on:

• Daily completed calls.

• Successful follow-ups.

• Number of reactivated old customers.

• Complaint resolution time.

• Customer database update rate.

• Effective leads shared with the sales team.

• Customer satisfaction feedback.

• Regularity of daily and weekly reports.

• Repeat orders from inactive customers.

• Coordination quality with sales team and management.

*Apply only if you can turn customer communication into customer retention, repeat orders and business growth.*