Customer Service Excellence

• Develop, implement, and monitor customer service standards, SOPs, and service-level agreements (SLAs) across branches and departments.

• Track and analyse customer feedback, complaints, and satisfaction survey results to identify service gaps and improvement opportunities.

• Design and deliver customer service training and coaching programs for frontline and support staff.

• Manage the end-to-end complaint resolution process, ensuring timely and satisfactory closure in line with regulatory requirements.

• Conduct regular service quality audits, mystery shopping, and branch visits to assess compliance with service standards.

• Prepare periodic reports and dashboards on customer experience metrics (CSAT, NPS, TAT) for management review.

• Collaborate with operations, IT, and product teams to streamline processes and enhance the overall customer journey.

• Support digital service channels (call centre, email, social media, chat) to ensure consistent, high-quality customer support.

• Stay abreast of industry best practices and regulatory guidelines (e.g., Bangladesh Bank) relating to customer service and grievance redressal.

• Perform any other responsibilities assigned by management as and when required.

KEY RESPONSIBILITIES

• Develop, implement, and monitor customer service standards, SOPs, and service-level agreements (SLAs) across branches and departments.

• Collaborate with operations, IT, and product teams to streamline processes and enhance the overall customer journey.

• Design and deliver customer service training and coaching programs for frontline and support staff.