Customer Service Officer

Company Name: National Finance PLC

Location: Dhaka

Job Type: Contractual

Workplace Type: Full-time

Job ID: IJOB202669725

• 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.

Requirements

• Experience: 2-5 years
• Education: bachelor of business administration (bba)
• Skills: customer service training, customer service, customer service management, customer service skills, customer service, customer-service, customerservice, call center operations, customer relations, responsibilities

Last Date of Application: 28 October 2026