Job Details

City:
Dhaka
Job Location:
Bangladesh
Contract Type:
Full time
Job category:
Customer Support

Company Details

Company industry:
Transportation / Storage
Company Type:
Employer (Private Sector)
No. of Employees:
21-50

Preferred Candidate

Career level:
Manager (supervisor of staff)
Degree:
Bachelor's degree
Minimum years of experience:
2-5 years

Professional Skills

Graduate, Director

Language Skills

Job Description

Pathao is the fastest growing technology company in Bangladesh solving some of thecountry’s most challenging problems in logistics and transportation. We are dreamers,scientists, operators, and entrepreneurs. Our culture is progressive, non-hierarchical,meritocratic, and collegial. We are looking for high achievers who will go above and beyondtheir job descriptions to fulfil a shared vision.

If you are entrepreneurial, seek to changesociety with technology, and want to super-charge your career out of the regular 9 to 5, then Pathao is the place for you. The Director of Customer Experience is responsible for the implementation and execution of brand-enhancing customer service initiatives, while developing and leading a team of managers and service representatives to achieve departmental and business goals. The position will also work to drive efficiency and continue to enhance productivity and quality of customer and rider support. The Director’s success is measured by the ability to provide highquality service and achievement of key performance metrics relating to Pathao’s customers’and riders’ satisfaction, while actively contributing to operational targets as well as overall management decisions.

Position Requirements

Educational Requirements:

Minimum Bachelors degree

Responsibilities:

  • Develop, implement and improve customer and rider support processes which effectivelysupport company growth. Work with internal departments to collaborate / improvebusiness processes.
  • Set clear expectations and provide consistent performance feedback to assist team inaccomplishing key performance goals, partnering with reports for ongoing training and development needs
  • Continuously review and seek to identify quality improvement opportunities for Pathao’s services
  • Maintain strong partnerships with stakeholders in the operations teams (courier, mart & rides), to drive business growth.
  • Plan and provide leadership to the implement measures of customer and rider engagement.
  • Drive a high performing, collaborative culture while leading a cohesive approach with ourinternal stakeholders to ensure smooth flow and integrated solutions
  • Lead and/or direct specific customer research programs, dialogue and other forms ofengagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models
  • Drive the ongoing development of a customer service culture across the organisation,supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviours
  • Identify opportunities for enhanced service delivery through online and the application ofsocial media, mobile app and other technologies to optimise customer experience.

Requirements:

  • Proven track record of delivering high levels of sustained customer satisfaction and consistently achieving business goals.
  • Experience of successfully applying analysis and data from customer insight models such as regression analysis, conjoint analysis, customer journey mapping, Max Diff etc.to reduce complaints and increase customer satisfaction.
  • Experience of matrix working cross functionally leading co-creation customer experiencedesign work and projects.
  • Proven track record in leading, managing, motivating, developing and coaching teams.
  • Experience of managing and delivering change.
  • Evidence of effective decision-making skills.
  • Excellent oral and written communication.
  • Excellent knowledge of Microsoft Office.
  • Outstanding influencing and negotiating skills.

 

Experience Requirements:

At least 4 years relevant experience, bonus if the person has any relevant external qualifications- Compensation: 70k to 150k depending on experience and fit

About the Company

Pathao is the fastest growing technology company in Bangladesh solving some of the country’s most challenging problems in logistics and transportation. We are dreamers, scientists, operators, and entrepreneurs. Our culture is progressive, non-hierarchical, meritocratic, and collegial. We are looking for high achievers who will go above and beyond their job descriptions to fulfil a shared vision. If you are entrepreneurial, seek to change society with technology, and want to super-charge your career out of the regular 9 to 5, then Pathao is the place for you.

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