Deputy Head of Department

Position: Deputy Head – Customer Service Management Department

Employment Type: Full-Time
Workplace: On-site
Job Location: Kaliakair, Gazipur
Gender: Male Only

Educational Requirements:

Bachelor of Science (B.Sc.) in Electrical and Electronic Engineering (EEE), Electronics and Telecommunication Engineering (ETE), Mechanical Engineering (ME), or Computer Science and Engineering (CSE) from a reputed university.

Experience Requirements:

Minimum 5 years of experience in a relevant field.

Previous experience in the following sectors is preferred:

IT Enabled Services

Computer Hardware/Network Companies

Additional Requirements:

Minimum age: 30 years.

Demonstrated leadership and team management capabilities.

Strong analytical, communication, and negotiation skills.

Proficiency in customer satisfaction tools and service performance analytics.

Solid technical understanding of computer hardware and software.

Key Responsibilities:

Assist in strategic planning and overall management of the Customer Service Management Department.

Supervise daily customer service operations, analyze market-related issues, and ensure effective customer communication.

Ensure prompt resolution of software and hardware-related problems to maintain high customer satisfaction levels.

Lead the Performance Management System (PMS) for service experts.

Develop training modules and conduct technical workshops to enhance team skills.

Coordinate with suppliers to secure Free of Cost (FOC) support for After Sales and Production services.

Carry out Customer Satisfaction Index (CSI) calls and relay key feedback to relevant departments.

Conduct technical and process audits to detect service gaps and implement improvements.

Analyze service data and lead quality improvement initiatives.

Perform other duties assigned by the Management, Head of Department (HOD), or Supervisor.

Skills & Expertise:

Customer Service & Support

IT Support Services

Software & Hardware Configuration

Computer Servicing

Client Relationship Management

Compensation & Benefits:

Mobile bill allowance

Partially subsidized lunch

Yearly salary review

Two festival bonuses

Provident Fund

Service Benefits

Insurance Coverage

Performance Bonus

Profit-Sharing Scheme

This role offers a rewarding career opportunity in a dynamic environment, with a strong focus on customer experience, technical expertise, and service excellence.