We are growing in Bangladesh and are looking for a Customer Service Manager to be based in Dhaka, Bangladesh. The ideal candidate has experience in fast-paced, dynamic environments and can help scale and manage our rapid growth across Bangladesh. We are seeking someone who has strong leadership abilities and hands-on experience in managing Customer Service operations, and to provide exceptional frontline people leadership and operational management for the Level 1 and Level 2 Contact Centre for Lalamove in Bangladesh.
What you'll do:
- Manages frontline operation teams to ensure operational excellence and excellent customer service.
- Produce accurate reports, identify root causes, and come up with relevant action plans to address the gaps in relation to the team, department KPIs and service quality standards.
- Develop a productive and achievement-oriented working environment for employees resulting in high engagement scores.
- Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction.
- Coordinate with relevant personnel and stakeholders, including Managing Directors, CX Functional team and other departments, in solving problems that would address staffing requirements, work assignments, and the like in ensuring that L1 and L2 operations are functioning at its' optimum.
- Complete ad-hoc assignments from CX Functional team.
- Contribute to the Lalamove growth in Bangladesh
- Initiate projects that will help improve customer satisfaction and address business requirements (ABR, contact ratio, etc.)
What you'll need:
- Degree holder with a proven track record of stakeholder management
- Proficiency in computer skills in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite
- Ability to communicate effectively with people at different levels
- Ability to develop, implement and review policies and procedures
- At least 4 years of work experience in the customer service field, with a minimum of 3 years in a team management capacity
- Sound knowledge and understanding of contact center management principles
- Excellent command of written and communication skills in English, Bengali
- Experience in a logistics or start-up environment would be an advantage
- Experience in a multi-location, multi-culture environment is a plus
