To ensure extraordinary customer experience in all external and internal points of IPDC Finance with the vision to make it the most passionate financial brand of the country.
Job Description / Responsibility
- Formulate, manage and monitor company's policies to deliver extraordinary customer experience in every point of interaction. Smoothening the customer journey map by eliminating gaps between channels, branches and departments.
- Conduct mystery shopping once in a month on all customer experience touch point in-charge, both online and offline.
- Plan, design and execute workshops and trainings for all customer experience touch point in-charge.
- Continuously review and evolve the collection of process IPDC uses to track, oversee and organize every interaction between customer and IPDC throughout the lifecycle. Liaise with relevant business owners to initiate change and lead prioritized service delivery improvement.
- Regularly undertake Net Promoter Score and other tools to measure improvement every six months.
- Maintain close interaction with internal departments, branches and management through regular update/escalation of any discrepancy in delivering extraordinary customer experience. Work across teams to continuously eliminate unnecessary processes.
- Develop capability and motivate IPDC ambassadors to support the delivery of projects. Monthly update meeting with ambassadors to gain feedback and communicate initiatives.
Bachelor degree in any discipline
At least 7 year(s)
- Ability to multi-task.
- Good interpersonal skill.
- Negotiation skill.
- Proactive, hardworking and effective team player.
- Sound knowledge on MS Office package.
- Excellent written and oral communication skill (both English & Bangla).
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Hosna Center (4th Floor), 106 Gulshan Avenue, Dhaka - 1212
Industrial Promotion and Development Company of Bangladesh Limited (IPDC) is the first private sector financial institution of Bangladesh established in 1981. IPDC is credited with being the most innovative financial institution of the country partnering in many landmark projects as well as introducing many financial products which were first of its kind in the country. Today, IPDC is a diversified financial institution catering to Corporate, SMEs and Retail market segments.http://www.ipdcbd.com