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Customer Services Manager
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Customer Services Manager, Dhaka, Bangladesh, Band 6,Indefinite, Submission Deadline:18 January 2017

The British Council creates international opportunities for the people of the UK and other countries and builds trust between them worldwide. The British Council, part of the South Asia regional structure, is well-established in Bangladesh having opened the first office in 1953 and is a Tier 1 country for the organisation. This is a large and high priority British Council operation. Our work is organised into the separate business areas of Arts, English and Education and Society.
The British Council has offices in Fuller Road, and Uttara in Dhaka and in Chittagong and Sylhet. All these offices have face-to-face customer service points and also work with a range of external partner organisations through which customers register for services or take part in programme activity.

Customer services are key to the continued growth of the British Council in Bangladesh. The British Council works in the fields of examinations services, English language teaching and a wide range of programme activity in education, arts, climate change, youth and sport. Customer service are a key element for customers to have a positive experience from all these areas of activity.

British Council invites applications for the position of Customer Services Manager 

The post holder will be working closely with a group of Customer Services colleagues & Senior management teams from various offices on Customer Services projects and priorities.

The successful candidate will be expected to:
  • manage the operation of integrated frontline service counter and the call centre  
  • ensure that the Customer Services frontline and call centre team effectively drive for excellent sales results
  • manage customer relationship management (CRM) process within the framework 
  • be accountable for the customer service and sales indicators like customer feedback, EPR conversion, and mystery shopping scores for British Council Bangladesh 
  • ensure that service level agreement with various teams are met 
  • lead on monitoring and analysis of data and report accordingly 
  • lead and/or support on different initiatives and projects in relation to customer services.
And will have the following skills and experience:
  • Excellent communication skills both in English and Bangla. 
  • Excellent influencing skills and proven track record in customer services and sales. 
  • Excellent finance and resource management skills. 
  • Excellent computer skills along with experience in using social media platform. 
  • At least three (03) years’ relevant working experience. Experience in supervisory / managerial position of Customer Service / Sales functions in a Multi-National organisation will be an added advantage. 
  • Graduate in any discipline.
We can offer:
  •  Monthly salary BDT 92,300 (Consolidated) 
  • Transport allowance of BDT 8000.00 per month plus other benefits according to the organisation’s policy.
  • Professional development opportunities 
  • Medical benefits upon confirmation on the post for the staff and their family members (spouse/declared partner and children). 
  • Experience of working in an international organisation includes good work life balance and flexible working hours

Application Pack
Role profile.pdf
BC Behaviours
Core skills
Only short-listed applicants will be contacted and called for interview. We will only shortlist applications submitted on a British Council application form submitted electronically through jobs portal. No hard copies of the application will be accepted.  

Submission starts 8 January 2017
Submission deadline 18 January 2017

“The British Council believes that all children have potential and that every child matters - everywhere in the world. The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC, 1989”

“The British Council is committed to a policy of equal opportunity. Our policy aims to ensure that no job applicant or employee receives less favourable treatment on the grounds of gender, age, disability, ethnicity, religion or marital status. We guarantee an interview to disabled candidates who meet the essential criteria"

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