Customer Care Manager – For A Well Reputed Healthcare Company – Job ID – 1478205 Jobs in Dhaka, Bangladesh at Bdjobs.com

Title: Customer Care Manager – For A Well Reputed Healthcare Company – Job ID – 1478205

Company: Bdjobs.com

Location: Dhaka, Bangladesh

A Well Reputed Healthcare Company is looking for Customer Care Manager

Job Description / Responsibility

Lead, mentor, and manage the entire Customer Care team to ensure high-quality service delivery.
Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction and loyalty.
Handle escalated customer complaints and complex issues with professionalism and ensure timely resolution.
Monitor team performance through KPIs (e.g., response time, resolution rate, CSAT, FCR) and take corrective actions when needed.
Prepare daily, weekly, and monthly customer service reports and present them to senior management.
Analyze customer feedback, identify trends, and recommend improvements in products, services, and processes.
Coordinate with other departments (Sales, Operations, Technical, Accounts, etc.) to resolve customer issues effectively.
Conduct regular training sessions for the team on customer service skills, product knowledge, and soft skills.
Ensure adherence to Service Level Agreements (SLAs) and maintain service quality standards.
Build and maintain strong relationships with key clients and ensure a positive customer experience at every touchpoint.
Recruit, train, and evaluate Customer Care Executives and Senior Executives.
Drive initiatives to improve customer retention and reduce churn rate.
Manage customer care budget, resources, and tools efficiently.

Educational Requirements

Experience Requirements

2 to 6 year(s)
The applicants should have experience in the following business area(s): Healthcare/Lifestyle product,E-commerce,E-commerce Startup,F-commerce

Additional Requirements

Minimum 2-6 years of experience in Customer Service / Customer Care in E-commerce Sector, with at least 1-2 years in a managerial or supervisory role.
Proven track record of leading and managing a customer care team successfully.
Excellent communication and interpersonal skills in both English and Bengali (spoken & written).
Strong leadership, team management, and problem-solving abilities.
Proficient in MS Office (Word, Excel, PowerPoint) and CRM software (experience with Zendesk, Salesforce, or similar will be an advantage).
Ability to handle pressure, multitask, and make decisions in a fast-paced environment.
Experience in developing and implementing customer service strategies and SOPs.
Knowledge of customer satisfaction metrics (CSAT, NPS, FCR, SLA, etc.).
Proactive, result-oriented, and customer-focused mindset.
Ability to work on weekends or flexible hours if required.
Excellent negotiation and conflict resolution skills.

Job Location

Dhaka (Shyamoli)

Salary

Customer Careers