Customer Service Executive

Job Description

Title: Customer Service Executive

Company Name: Etacol Bangladesh LTD

Vacancy: 01

Age: 25 to 35 years

Job Location: Dhaka

Salary: Tk. 35000 - 40000 (Monthly)

Experience:

• 3 to 5 years
• The applicants should have experience in the following business area(s): Garments Accessories

• Bachelor of Commerce (BCom) in Marketing
• Bachelor/Honors

• 3 to 5 years
• The applicants should have experience in the following business area(s): Garments Accessories

• Age 25 to 35 years

• Proven experience in customer service, merchandising or a related role.
• Ability to use ERP software and other customer service tools will be an added advantage.
• Excellent communication skills (English), both verbal and written.
• Strong interpersonal skills, ability and willingness to build rapport with customers. Problem-solving abilities and a customer-focused mindset.
• Ability to multitask, prioritize, and manage time effectively.
• Flexibility to work in a fast-paced environment and adapt to changes. Willingness to work flexible hours.

• Customer Interaction: Respond to customer inquiries via multiple communication channels (phone, email etc.) in a timely and professional manner. Provide accurate information, assistance, and solutions to address customer needs and concerns.

• Execute Orders: Once orders and bookings are placed, enter them in the system, create the SOP (also called Proforma Invoice) and share with the customer within the stipulated time.

• Follow up on payments: Follow up on payments (TT, LC, etc.) and make sure the order is processed as per internal (company) and external (bank, custom etc.) requirements.

• Follow up on deliveries: Coordinate with warehouses and/ or mills and make sure the timely delivery/ shipment arrangements. Follow up with all the parties and update the customers till the goods are in-housed in the customer WH.

• Issue Resolution: Coordinate with front end (relevant salesperson) and back-end teams (WH, Mills, Logistic team, QA team, and technical teams etc.) in order to effectively troubleshoot and resolve customer complaints, requests, and issues.

• Relationship Building: Build and maintain positive relationships with customers by demonstrating empathy, patience, and understanding. Proactively engage with customers to anticipate their needs and exceed their expectations.

• Product Knowledge: Develop a deep understanding of our products and services to provide comprehensive support and guidance to customers. Stay updated on product features, updates, and changes to deliver accurate information to customers.

• Documentation: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions, using CRM software or other designated systems.

• Team Collaboration: Collaborate with internal teams, including sales, marketing, QA, and technical, to address customer issues effectively.

• Continuous Improvement: Proactively identify opportunities for process improvement and customer service optimization. Share ideas and suggestions with the team to enhance efficiency, productivity, and customer satisfaction.