Title: Customer Relationship Management (CRM) Executive
Company Name: Engineering and Support Service Ltd.
Job Location: Anywhere in Bangladesh
Employment Status: Full-time
∎ Bachelor degree in any discipline
∎ Skills Required: Customer Service and Customer Relationship
∎ At least 2 year(s)
∎ The applicants should have experience in the following area(s): Customer Relationship Management (CRM), Ecommerce digital marketing
∎ The applicants should have experience in the following business area(s): E-commerce
∎ Freshers are also encouraged to apply.
∎ Key Responsibilities
∎ 1. Social Media Management:
∎ Respond promptly and professionally to customer queries and feedback on various social media platforms, including Facebook.
∎ Engage with customers, address their concerns, and create a positive online experience.
∎ 2. Order Confirmation:
∎ Verify and confirm customer orders, ensuring accuracy and timeliness.
∎ Coordinate with the sales and logistics teams to fulfill orders efficiently.
∎ 3. Complaint Handling:
∎ Address and resolve customer complaints in a courteous and effective manner.
∎ Provide solutions that align with company policies and enhance customer satisfaction.
∎ 4. Monthly Reporting:
∎ Generate and compile monthly reports on customer interactions, order confirmations, and complaint resolutions.
∎ Analyze data and provide insights to improve customer service strategies.
∎ 5. Customer Engagement:
∎ Build and maintain strong relationships with customers to ensure loyalty and repeat business.
∎ Implement strategies to enhance the customer experience and drive brand loyalty.
∎ Share customer feedback with relevant teams and help ensuring implementation a smooth and customer-centric approaches
∎ 6. Feedback Collection:
∎ Gather and document customer feedback to identify areas needs improvement and innovation.
∎ Collaborate with the product and marketing teams to address customer needs.
∎ 7. Customer Feedback Analysis:
∎ Analyze customer feedback and suggest improvements to enhance the overall customer care issues and experience.
∎ Collaborate with relevant teams to implement necessary changes based on customer feedback.
∎ 8. Database Management:
∎ Maintain accurate and up-to-date customer databases to ensure efficient communication and order processing.
∎ Safeguard customer information and privacy in accordance with data protection regulations.
∎ 9. Response Time Management:
∎ Prioritize and manage times to ensure quick and effective customer support Implement response time targets and monitor adherence to meet service-level expectations.
∎ 10. Upselling and Cross-Selling:
∎ Identify opportunities for upselling and cross-selling of products to increase sales and customer engagement.
∎ Provide recommendations to customers based on their preferences and purchase history
∎ Age 22 to 32 years
∎ Both males and females are allowed to apply
∎ - Education background in business, marketing, or IT related field is desirable.
∎ - Education qualification is flexible for the experienced candidates of the similar area
∎ - Proven experience in e-commerce operations or a similar role, preferably in the fashion or retail industry.
∎ - Proficiency in e-commerce platforms and tools.
∎ - Strong communication and customer service skills.
∎ - Detail-oriented and highly organized with the ability to multitask.
∎ - Knowledge of SEO and digital marketing principles.
∎ - Familiarity with web analytics tools and e-commerce technology.
∎ - Willingness to stay updated on industry trends and e-commerce best practices.
∎ - Experience in e-commerce platform management and optimization is a plus.
∎ - Familiarity with digital marketing strategies and online advertising is desirable
∎ - Willingness to learn and work collaboratively with cross-functional teams to achieve common goals.
Compensation & Other Benefits:
∎ Festival Bonus: 2
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 25 Nov 2023
∎ 26 Oct 2023
∎ Engineering and Support Service Ltd.
∎ Address : House: 1132/C, Road: 01/A, Baitul Aman Housing Society, Adabar, Dhaka-1207
Category: Customer Support/Call Centre