Identify and analyze customer pain points through research, customer feedback (VoC), complaint trend and frontline insights, conduct RCA and implement preventive actions to reduce repeat complaints and improve FCR
Lead end-to-end incident and complaint management, including severity assessment, rapid resolution, customer communication, and cross-functional coordination to minimize service impact and ensure SLA compliance
Handle high-priority escalations (regulatory, high-value customers, partners) with strong ownership, ensuring quality resolution and risk mitigation
Lead initiatives to enhance customer satisfaction by implementing standardized processes and experience frameworks across products and services.
Design and optimize end-to-end customer complaint processes, ensuring simplicity, consistency, and seamless interactions across all touchpoints.
Drive continuous experimentation and customer simulation to proactively identify gaps and improve service delivery.
Collaborate with Marketing, Technology, Customer Service, and Functional teams to align service enhancements with customer expectations.
Leverage data driven insights, CX KPIs and feedback loops to drive data-driven decisions and continuous improvement in customer experience.
Academic Qualification
BBA/MBA/Masters in any discipline
Job Experience Required
2-3 years of experience in relevant experience preferably in telecom industry
Required Capabilities
Strong analytical and problem-solving skills with experience in RCA and trend analysis
Working knowledge of CX metrics such as NPS, FCR, SLA, and customer satisfaction drivers
Customer obsessed with full dedication to improve process by innovation and eliminate defects
Understanding of system capabilities and ability to align enhancements with future business needs
Ability to collaborate cross-functionally to achieve results at all levels
Strong prioritization and execution capability in high-pressure, dynamic environments
Basic knowledge on telecom technology
Banglalink Digital Communications is one of Bangladesh’s leading telecom and digital service providers, committed to transforming the way people connect, communicate, and innovate. As a subsidiary of VEON, Banglalink combines global expertise with a deep understanding of local needs to deliver cutting-edge services to millions of customers across the country.
Our Employer Value Proposition (EVP) is ‘Lead the Future’, and this is reflected in all levels of our organization. Our workplace is designed to inspire and empower individuals, creating an environment where ideas thrive, contributions are valued, and innovation flourishes. We encourage every team member to take initiative, explore new possibilities, and grow both personally and professionally in a fast-evolving digital landscape.
At Banglalink, we are committed to foster a supportive and inclusive culture that celebrates diversity and encourages collaboration. We actively create opportunities for all individuals to succeed, while our learning initiatives and digital upskilling programs, ensure our people are equipped to excel in their careers and shape the future.
Banglalink is a place where innovation, agility, and understanding come together to create meaningful impact. Join us and be part of a team that’s reshape the future of connectivity and digital transformation.
Launched in February 2005, with over 41 million subscribers over a decade, Banglalink was the catalyst in making mobile telephony an affordable option for consumers in Bangladesh. The initial success of Banglalink was based on a simple mission: “Bringing mobile telephony to the masses”.
Fueled with the strong core values of Customer-obsessed, Entrepreneurial, Innovative, Collaborative & Truthful, Banglalink is now working relentlessly to bring digital world to every customer to build a true digital Bangladesh, moving away from the traditional mobile operator to a tech company.
With customer experience being Banglalink’s core focus, digitalization has become a necessity to update the way customers engage, communicate, operate, and offer services from traditional way of business to Digital/Online.
Banglalink provides equal opportunities to employees and has always shown zero tolerance for any non-compliance activity. Banglalink’s HQ became the first certified Green Office by World Wide Fund for Nature (WWF) in Bangladesh. The company has relatively a flat organization which enables employees to collaborate and work closer across the organization.
Banglalink Digital Communications Limited is a fully owned company of Telecom Ventures Ltd. which is a 100% owned subsidiary of Global Telecom Holding. VEON owns 51.9% shares of global telecom holding following a business combination in April 2011, between VEON ltd. (then VimpelCom) and wind telecom s.p.a. VEON is a NASDAQ and Euronext Amsterdam-listed global provider of connectivity, with the ambition to lead the personal internet revolution for the 240 million+ customers it currently serves, and many others in the years to come. It offers services to customers in 12 markets including Russia, Italy, Algeria, Pakistan, Uzbekistan, Kazakhstan, Ukraine, Bangladesh, Kyrgyzstan, Tajikistan, Armenia and Georgia. VEON operates under the “Beeline”, “Kyivstar”, “WIND”, “Jazz”, “banglalink”, and “Djezzy” brands.
