Job Summary
Published On : Mar 16, 2026
Job Type :
Full Time
Job Level :
Experience : At least 5 years
Location : Dhaka
Salary Range:
Negotiable
Application Deadline : Mar 31, 2026
Manager, Customer Care (Time Zone)
Kallol Group of Companies
Job Description / Responsibility
- About the Company
- Kallol Group of Companies is one of Bangladesh’s leading and most respected business conglomerates, recognized for its commitment to trust, quality, and excellence. Through our Time Zone outlets and service network nationwide, we represent a wide portfolio of internationally renowned luxury and lifestyle watch brands, including Rado, Longines, Tissot, Citizen, Casio, Seiko, Fossil, Swatch, Tommy Hilfiger, Titan, and others.
- Alongside offering genuine products, we operate a world-class service center dedicated to providing reliable after-sales support, professional watch servicing, and an exceptional customer care experience that reflects the global standards of the brands we represent.
- Key Responsibilities
- Customer Service & Complaint Management
- Manage customer complaints and service-related queries from Head Office and Time Zone outlets, ensuring prompt and professional resolution.
- Communicate with customers regarding watch servicing status, delivery timelines, and other service matters via phone, email, or in person.
- Ensure high standards of customer experience across all service touchpoints.
- Handle complaints from external bodies such as the Consumer Association of Bangladesh (CAB) and ensure timely resolution.
- Service Operations & Warranty Management
- Oversee watch servicing operations including transit, diagnosis, repair, and delivery coordination.
- Manage defective, pending, and QC-failed watches in coordination with Brand Managers and Time Zone teams.
- Handle warranty replacements, warranty claims, and communication with brand principals or mother companies.
- Coordinate shipment of watches to mother companies for repair when required.
- Spare Parts & Inventory Management
- Prepare and manage spare parts orders for all brands, including straps, movements, and other components.
- Coordinate with the Commercial Department for PI preparation, TT payments, and imported spare parts management.
- Maintain records of spare parts inventory, servicing tools, and trackless watches.
- Ensure timely distribution of spare parts and tools to Customer Service Points (CSP) and technicians.
- Coordination & Service Centre Management
- Coordinate with internal departments such as IT, Audit, Sales, Store, and Accounts regarding after-sales service operations.
- Supervise 29+ Customer Service Points (CSPs) and monitor service center operations and outstanding collections.
- Lead, guide, and motivate technicians and service teams to maintain high service standards.
- Arrange training and skill development initiatives for technicians and service personnel.
- Reporting, Training & Administration
- Prepare service reports and yearly repair reports for brand principals.
- Provide accurate service data and operational insights to management to support strategic decision-making.
- Review requisitions, verify service bills, and maintain service-related system records.
- Conduct after-sales service training for Time Zone employees and support service process improvements.
Educational Requirements
- Masters
- Master of Business Administration (MBA)
- Master’s degree in any discipline from a reputed university
- MBA will be given preference
Experience Requirements
Additional Job Requirements
- Work Experience
- Minimum 5 years of experience in similar roles, preferably in Electronics, Automobile, Telecom, or Lifestyle & Fashion industries
- Additional Requirements
- Age: Up to 35 years
- Strong communication, interpersonal, and customer handling skills, with the ability to resolve complaints and service queries effectively.
- Good problem-solving and decision-making ability in managing service operations and warranty issues.
- Ability to coordinate with internal departments, service centers, and brand principals.
- Capable of handling multiple cases under pressure while meeting service timelines.
- Strong team supervision and coordination skills in managing service center teams and CSP operations across Bangladesh.
Location
Dhaka
Salary Range
Negotiable
Job Source
Bdjobs.com.bd Online Job Posting
Application Deadline : Mar 31, 2026
Company Information
Company Name:
Kallol Group of Companies
Address: 199, Tejgaon Industrial Area, Dhaka - 1208.
Business: Manufacturing & Trading of FMCG and Consumer Products
