Customer Service Executive

Job Description

Title: Customer Service Executive

Company Name: Etacol Bangladesh LTD

Vacancy: 01

Location: Dhaka

Salary: Tk. 25000 - 30000 (Monthly)

Experience:
∎ 1 to 2 years
∎ The applicants should have experience in the following business area(s):Garments Accessories

Published: 29 Aug 2024

Requirements:

Additional Requirements:
∎ At least 01 year experience in Merchandising, Supply Chain & Logistics will be added to apply for the post.

Responsibilities & Context:
∎ 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 received, enter them in the system, create the SOP (also called Proforma Invoice) and share with the customer at the shortest possible 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. Utilize available resources and escalate complex problems to higher levels of support when necessary. Ensure that all customer concerns are resolved to their satisfaction.
∎ 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.
∎ Quality Assurance: Adhere to company policies, procedures, and service standards to ensure consistent delivery of high-quality customer service. Participate in online and off line training sessions to enhance performance and skills.
∎ 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.
∎ 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 received, enter them in the system, create the SOP (also called Proforma Invoice) and share with the customer at the shortest possible 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. Utilize available resources and escalate complex problems to higher levels of support when necessary. Ensure that all customer concerns are resolved to their satisfaction.
∎
∎ 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.
∎
∎ Quality Assurance: Adhere to company policies, procedures, and service standards to ensure consistent delivery of high-quality customer service. Participate in online and off line training sessions to enhance performance and skills.
∎
∎ 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.

Compensation & Other Benefits:
∎ Mobile bill, Provident fund, Insurance, Gratuity, T/A
∎ Salary Review: Yearly
∎ Festival Bonus: 2
∎ Yearly Earned Leave Encashment

Workplace:
∎ Work at office

Employment Status: Full Time

Job Location: Dhaka

Read Before Apply:

Female candidate will get preference.