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Assignment on

Writing Job Descriptions

Prepared For:

Abu Saleh Md. Sohel-Uz-Zaman, PhD


Human Resource Management
School Of Business
United International University (UIU)

Prepared By:

A.K.M. Tanvirul Huda ID: 112101037

Sec: A, MBA Program


Fall Semester
United International University (UIU)
Submission Date: 16th October, 2010
Vacancy Announcement
Customer Care Executive – Front Office Operations

Citycell (Pacific Bangladesh Telecom Limited) is Bangladesh’s and South Asia’s


pioneering mobile communications company and the only CDMA mobile operator in the
country. Citycell is a customer-driven organization whose mission is to deliver the latest
in advanced telecommunication services to Bangladesh. The company offers a full array
of mobile services for consumers and businesses that are focused on the unique needs of
the Bangladeshi community. Citycell is focused on innovation and creating new ways for
customers to stay in touch and to do business.

Citycell invites applications from suitable candidates for the position of “Customer Care
Executive” to be posted across Bangladesh at District Levels to ensure smooth customer
service.

Responsibilities:

• Provide effective, satisfactory and fast resolution of customer queries and


complaints.
• Provide regular escalation regarding unresolved issues to supervisor.
• Provide reports to supervisors for updating daily activities
• Provide excellent quality of customer service to all current and prospective
Citycell customers
• Discussing with clients about various types of products offered by Citycell
• Ensure effective team work as a team leader of the assigned district
• General administration and office duties
• Cash handling
• Represent positive image of “Citycell” in assigned area
• Performs other assignments as required

The Customer Care Executive will take direct management responsibility for 5 CCP’s at
his assigned district at Thana level. In those CCP’s there will be a Customer Care
Representative. The Customer Care Executive will liaise among them and give them
necessary direction to ensure smooth Customer Service at that destrict.

Monthly Key Performance Indicators (KPI) for CCR will be based on Adherence to
schedule, CCP On operation, Service Quality, Product knowledge, process knowledge,
Activation Error, Supervisor’s Feedback, Customer Complaint, False data entry. 75
marks is the Bench mark.
Personal Skills:

• Excellent skills in MS Office (Excel, Access, PowerPoint)


• Ability to communicate in local regional dialect will be treated as an added
advantage
• Ability to communicate clearly, both written and in speech
• Ability to handle complaints, even when handling unpleasant customers
• Ability to suggest improvements to the various communications by the company
(eg. website, FAQ, etc)
• Be able to handle Courier and Mail Services efficiently

Education and Experience:

The candidate should be a Graduate, preferably with at least an MBA or comparable


qualification from a recognized university. 1 to 2 years experience in the similar job will
be an added advantage.

Instruction to apply:

Eligible candidates are requested to visit Citycell website <www.citycell.com> for filling
up and submitting online job application form OR send complete curriculum vitae
along with a cover letter and passport size color photograph to <hr@citycell.com> OR
post it to Director, Human Resources Development, Pacific Bangladesh Telecom
Limited, 14 Mohakhali, Dhaka-1212 on or before October 20, 2010.

Note: If you send your application through email please write the name of position in
subject line and for hard copy submission please write the name of position in the right
corner of the envelope.

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