Community & Reputation Executive

• 2 to 4 years
• The applicants should have experience in the following business area(s): Hospital, Cosmetics/Toiletries/Personal Care, Healthcare/Lifestyle product, E-commerce

• Bachelor of Business Studies (BBS) in Mass Communication & Journalism
• Bachelor of Arts (BA) in English
• Bachelor of Social Science (BSS) in Psychology

• 2 to 4 years
• The applicants should have experience in the following business area(s): Hospital, Cosmetics/Toiletries/Personal Care, Healthcare/Lifestyle product, E-commerce

• Age At least 24 years

Educational & Experience Requirements:

• Bachelor's degree in Communication, Marketing, Customer Service, Psychology, English or a related discipline.

• 2–4 years of relevant experience in community management, customer experience, online reputation management or social media customer support.

• Practical experience handling high-volume Facebook and Instagram inboxes, public comments, customer reviews and complaint workflows is preferred.

• Experience in healthcare, skincare, aesthetics, e-commerce or service recovery will be a strong advantage.

• Familiarity with social media management tools, case-tracking systems, reporting dashboards and digital customer service workflows is desirable. 

Required Competencies:

• Empathy and emotional intelligence.

• Crisis judgment and escalation discipline.

• Clear written communication in Bangla and English.

• Conflict de-escalation and service recovery.

• Evidence documentation and case tracking.

• Privacy, confidentiality and responsible data handling.

• Customer-centric problem-solving.

• Strong attention to detail.

• Calm and professional performance under pressure.

• Cross-functional coordination and follow-up discipline.

Job Purpose

To ensure timely, empathetic, accurate and brand-consistent communication across Bio-Xin Cosmeceuticals’s social media communities and digital touchpoints. The role is responsible for managing customer inquiries, complaints, misinformation, sensitive cases and potential reputation risks through appropriate responses, structured case management and timely escalation, helping protect customer relationships and public trust in the brand.

Key Responsibilities

1. Community Engagement

·       Monitor and respond to comments, inbox messages, reviews, mentions and community discussions across social media and relevant digital platforms.

·       Provide helpful, respectful and human-centered responses in accordance with approved brand tone, communication guidelines and verified information.

·       Identify qualified product and treatment leads from routine inquiries and coordinate their handover to the relevant sales, e-commerce or branch teams.

·       Maintain consistent communication across platforms and ensure unanswered inquiries are followed up within established response-time standards.

·       Identify frequently asked questions and emerging customer concerns to improve the overall community experience.

2. Complaint Management & Service Recovery

·       Acknowledge customer complaints, collect relevant case information, create case logs or tickets and escalate issues to the appropriate department.

·       Coordinate with Branch Operations, Doctors, E-commerce, Delivery, Customer Service and other relevant teams to track complaint resolution.

·       Balance appropriate public responses with private communication to protect customer privacy and maintain transparency.

·       Follow up on unresolved cases, communicate approved updates to customers and confirm closure when the issue has been resolved.

·       Identify recurring service failures and recommend improvements based on complaint patterns and customer feedback.

3. Online Reputation Monitoring

·       Monitor brand mentions, customer sentiment, negative discussion trends, viral complaints, misinformation, impersonation accounts, scam alerts and potential coordinated attacks.

·       Apply the approved Green/Amber/Red escalation matrix according to the severity, reach and potential impact of each incident.

·       Immediately escalate high-risk reputation incidents to the designated manager and authorized stakeholders.

·       Maintain incident documentation, including timelines, screenshots, supporting evidence, actions taken, stakeholder updates and final outcomes.

·       Track the progression of reputation incidents and support post-incident analysis to identify preventive measures.

4. Sensitive Communication & Risk Escalation

·       Route medical, legal, privacy-related, adverse-reaction and media inquiries to the appropriate authorized team instead of responding independently or making assumptions.

·       Protect customer confidentiality by avoiding unauthorized disclosure of personal information, photographs, treatment history and other sensitive data.

·       Follow approved communication protocols for potentially harmful allegations, serious complaints and sensitive customer interactions.

·       Avoid argumentative, sarcastic, blaming, defensive or dismissive language in all customer-facing communication.

·       Follow established escalation procedures and platform policies when handling abusive comments, fake accounts, scams or potentially harmful content.

·       Ensure that hiding, deleting or reporting content is performed only in accordance with approved moderation policies and authorization.

5. Customer Insights & Reporting

·       Analyze recurring questions, purchase objections, complaint categories, customer sentiment and emerging community concerns.

·       Prepare regular reports on response performance, unresolved cases, complaint trends, escalation incidents and customer feedback.

·       Share relevant insights with the Content Strategist to develop FAQ content, myth-busting communication, educational posts and trust-building campaigns.

·       Maintain and regularly update response templates, approved answers, escalation contacts and the community management knowledge base.

·       Recommend improvements to response workflows, service recovery practices and customer communication based on observed patterns.

Key Performance Indicators (KPIs)

• Compliance with established first-response time and resolution follow-up standards

• Quality, accuracy and consistency of community responses

• Percentage of inquiries correctly categorized and routed to the relevant team

• Complaint follow-up and closure performance

• Timeliness and accuracy of escalation for Amber and Red incidents

• Completeness of complaint logs and reputation incident documentation

• Reduction in recurring unresolved complaints through effective coordination

• Quality of customer insights and actionable feedback shared with content and operations teams

• Adherence to privacy, confidentiality and approved moderation policies

• Salary Review: Yearly
• Festival Bonus: 2
• 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