Assistant Executive – Feedback

Job Description

Title: Assistant Executive – Feedback

Company Name: Bio-Xin Cosmeceuticals

Vacancy: 5

Age: At least 18 years

Job Location: Dhaka (DOHS Mirpur)

Salary: Negotiable

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Call Center, E-commerce
• Freshers are also encouraged to apply.

• Bachelor of Business Administration (BBA)

• 1 to 3 years
• The applicants should have experience in the following business area(s): Call Center, E-commerce
• Freshers are also encouraged to apply.

• Age At least 18 years

Qualifications

1–3 years of experience in Customer Service, Customer Experience, Call Center, CRM, or E-commerce Support. (freshers with strong communication skills may apply).

Required Competencies

• Proficiency in data entry, record management, and preparing accurate customer service reports.

• Ability to communicate professionally with customers through social media platforms, telephone, email, live chat, and other digital communication channels.

• Basic knowledge of e-commerce operations, customer relationship management (CRM) systems, and Microsoft Office applications, particularly Excel and Word.

• Basic understanding of skincare, cosmetics, and aesthetic products, with the willingness to continuously enhance product knowledge.

• Excellent verbal and written communication skills with the ability to build positive customer relationships.

• Strong active listening skills to accurately understand customer concerns and expectations.

• Empathy, patience, and a customer-centric mindset in handling diverse customer situations.

• Effective problem-solving, conflict resolution, and negotiation skills to resolve customer issues efficiently.

• High attention to detail and accuracy in maintaining customer records and documentation.

• Ability to collaborate effectively with cross-functional teams to ensure timely issue resolution and an exceptional customer experience.

• Ability to remain calm, professional, and solution-oriented while working under pressure or handling difficult customer interactions.

• High level of integrity, confidentiality, accountability, and professionalism in dealing with customer information and organizational data.

• Positive attitude, adaptability, and a strong commitment to continuous learning and service excellence.

• Passion for delivering outstanding customer experiences and contributing to customer satisfaction, loyalty, and repeat business.

Language Proficiency

• Excellent spoken Bangla.

• Basic spoken and written English communication skills.

Working Conditions

• Office-based role.

• May require extended working hours during promotional campaigns and peak sales periods.

Job Purpose

The Assistant Executive – Feedback is responsible for ensuring an exceptional post-purchase customer experience across Bio-Xin's e-commerce platforms. This role involves proactively collecting customer feedback, addressing complaints and concerns, coordinating issue resolution with internal teams, identifying opportunities for service improvement, and building long-term customer relationships that increase satisfaction, loyalty, and repeat purchases.

The ideal candidate is customer-focused, empathetic, solution-oriented, and capable of turning customer feedback into actionable business insights.

Key Responsibilities

a. Customer Feedback Management

Contact customers after product delivery to gather feedback on their purchasing experience.

Conduct follow-up calls, messages, or surveys to measure customer satisfaction.

Record and categorize customer opinions, suggestions, and complaints accurately.

Maintain an organized customer feedback database.

b. Customer Issue Resolution

Respond promptly and professionally to customer complaints.

Investigate customer concerns related to Product quality, Delivery issues, Order accuracy, Payment problems, Product usage questions etc.

Coordinate with Sales, Logistics, Warehouse, Customer Support, and Marketing teams to resolve issues efficiently.

Ensure every complaint is closed within the company's service standards.

Follow up with customers until complete satisfaction is achieved.

c. Customer Experience Improvement

Identify recurring customer issues and recommend process improvements.

Prepare weekly and monthly customer feedback reports.

Highlight customer pain points and suggest practical solutions.

Share customer insights with relevant departments for continuous improvement.

d. Customer Retention & Repeat Sales

Build positive relationships with existing customers.

Encourage repeat purchases through excellent customer engagement.

Identify satisfied customers for testimonials, reviews, and referrals.

Recover dissatisfied customers through proactive communication and appropriate service recovery.

Support customer loyalty and retention initiatives.

e. Cross-functional Coordination

Collaborate with Customer Support, Sales, E-commerce Operations, Warehouse, Logistics, Marketing, and other relevant departments to ensure timely and effective resolution of customer feedback and complaints.

Coordinate with internal teams to facilitate prompt issue resolution and enhance the overall customer experience.

Ensure customers receive timely updates on the status and progress of their complaints or service requests.

Escalate critical, complex, or unresolved customer issues to the appropriate department or management for immediate attention.

Share customer insights and recurring feedback with relevant departments to support continuous improvement in products, services, and operational processes.

f. Data & Reporting

Maintain accurate, up-to-date, and confidential records of all customer interactions, including complaints, feedback, inquiries, resolution status, satisfaction levels, and repeat customer engagements.

Document customer issues systematically to ensure proper tracking, timely follow-up, and effective resolution in accordance with company service standards.

Monitor key customer service metrics, including complaint categories, resolution timelines, response times, customer satisfaction scores, and repeat purchase indicators.

Prepare and submit daily, weekly, and monthly reports on customer feedback, complaint resolution, service performance, and customer experience trends for management review.

Analyze customer feedback and complaint patterns to identify recurring issues, emerging trends, and opportunities for improving products, services, and operational processes.

Provide actionable insights and recommendations to management and relevant departments to enhance customer satisfaction, strengthen customer retention, and increase repeat sales.

Ensure the accuracy, completeness, and integrity of customer data and reports while maintaining strict confidentiality of customer information.

Support continuous improvement initiatives by using customer feedback and performance data to recommend process enhancements and service quality improvements.

• Competitive salary

• Career growth opportunities

• Professional learning and development

• Friendly and collaborative work environment

• Opportunity to work with one of Bangladesh's leading skincare and aesthetic brands