Responsible-Customer Experience

Singer Bangladesh Limited

Singer Bangladesh Limited

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Summary

• Vacancy: 01
• Age: at most 32 years
• Location: Dhaka (Eskaton)
• Experience: At least 2 years
• Published: 12 May 2025

Requirements

Education

• Bachelor of Business Administration (BBA) in Marketing

Experience

• At least 2 years
• The applicants should have experience in the following business area(s):
  Banks, Manufacturing (FMCG), Advertising Agency, Multinational Companies, Market Research Firms, Electronic Equipment/Home Appliances, Call Center

Additional Requirements

• Age at most 32 years

• Strong analytical skills with the ability to extract and interpret data from multiple platforms (CRM, call logs, surveys, social media, etc.
• Experience with analytics tools such as Power BI, Tableau, or Google Data Studio is preferred.
• Knowledge of CRM and call center systems
• Strong customer-centric mindset with high empathy.
• Problem-solving mindset with an ability to connect data to action.

Responsibilities & Context

Role Summary:

We are looking for a highly analytical, customer-obsessed Customer Insights & Experience Strategy responsible to bridge the gap between what customers experience and what they expect-especially in the after-sales service journey. This role will lead call center operations and monitor digital platforms to extract and interpret voice-of-customer signals, map customer pain points, and deliver actionable insights to leadership for improving customer satisfaction, field efficiency, and long-term loyalty.

Job Description:

• Voice of Customer & Insight Generation: Gather, analyze, and interpret customer data from multiple sources (call center, social media, CRM, surveys, website, reviews). Identify key themes related to customer wants, needs, frustrations, and expectations across all touchpoints. Present regular reports to senior leadership with clear recommendations on product, process, or policy improvements.
• Customer Journey Mapping: Map the full customer lifecycle, especially post-purchase, including installation, technical support, repairs, and escalations. Identify pain points, drop-off areas, delays, or dissatisfaction trends across the journey.
• Call Center Operations Oversight: Lead and improve inbound/outbound call center operations with a focus on service quality, empathy, and efficiency.Use call logs and complaint data to understand customer emotions and repeat issues. Ensure knowledge bases and agent scripts are aligned with actual customer needs and updated continuously.
• Digital & Social Listening: Analyze public sentiment, competitor benchmarks, and service perception trends.
• Insight-Driven Strategy Recommendations: Define what customers expect vs. what is currently delivered, and prioritize gaps that impact satisfaction or trust. Recommend experience improvement projects across field service, spare parts, customer communication, and post-service follow-ups. Collaborate with GCC, IT and digital product teams to improve self-service tools, appointment systems, and real-time notifications.
• Leadership Team Participation: You will be the voice of the customer in every strategic discussion, helping us build a smarter, faster, and more empathetic after-sales experience.
• Team Leadership and Development: Lead, mentor, and manage call center staffs. Evaluate team performance and provide feedback for improvement.
• Reporting and Analysis: Analyze service data to identify trends and areas for improvement.Implement corrective actions based on data insights.

Skills & Expertise

Analytical Skill

Call Centre Supervision/ Management

Communication

Customer Relationship Management (CRM)

Customer Support

Ensure a good customer experience

Compensation & Other Benefits

• Performance bonus, Profit share, Medical allowance, Provident fund, Insurance, Gratuity
• Salary Review: Yearly
• Festival Bonus: 2

• LFA
• Hospitalization benefit as per policy.

Workplace

Work at office

Employment Status

Full Time

Job Location

Dhaka (Eskaton)

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