Customer Service Manager (Skincare)

Job Description

Title: Customer Service Manager (Skincare)

Company Name: OLO CARE LIMITED

Vacancy: 01

Age: 18 to 32 years

Job Location: Dhaka (Uttara Sector 13)

Salary: Negotiable

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Beauty Parlor/Saloon/Spa, Call Center, Cosmetics/Toiletries/Personal Care, Healthcare/Lifestyle product

• Secondary

• 1 to 3 years
• The applicants should have experience in the following business area(s): Beauty Parlor/Saloon/Spa, Call Center, Cosmetics/Toiletries/Personal Care, Healthcare/Lifestyle product

• Age 18 to 32 years

• Must have at least 2 years of experience leading or supervising a customer service team.

• Must be fluent in spoken and written Bangla, with good business English to read agreements, policies, and communicate with head office.

• Must be skilled in handling customer and agent complaints calmly and professionally by phone, Messenger, and WhatsApp.

• Must be able to apply the after-sales service policy accurately, including verifying damaged or missing product claims and arranging replacements within the policy timeline.

• Must be able to use Excel and WhatsApp Business, and maintain complaint logs, order records, and weekly performance reports.

• Must understand e-commerce order flow: order confirmation, delivery follow-up, returns, and replacement.

• Must communicate product information only as approved by the company.

• Must not make exaggerated or unapproved claims about results (for example, “spots removed in 10 days”), and must be aware of BSTI regulations.

• Must be able to train, schedule, and monitor customer service staff and keep response quality consistent.

• Must be organized, patient, accountable, and result-oriented, with the ability to stay calm under pressure.

• Must be based in Dhaka and able to work full time at the office in Uttara.

We are a skincare and cosmetics company. We are hiring a capable, empathetic, and organized Customer Service Manager to lead our customer and agent support team and ensure every customer and partner has a reliable experience.

• Lead, train, and manage the customer service team and set daily priorities and response standards.

• Handle escalated customer and agent complaints and resolve them fairly and quickly.

• Apply the after-sales service policy consistently, including damaged or missing product verification and replacement.
  Coordinate with the logistics, order fulfilment, and product teams to track deliveries and resolve issues.

• Make sure customer and agent inquiries about orders, products, commissions, and policies are answered accurately and promptly.

• Monitor service quality through response time, resolution rate, and customer satisfaction, and submit weekly reports to management.

• Maintain complaint and order records in Excel or the company system.

• Identify recurring complaints and share feedback and improvement suggestions with the product, marketing, and operations teams.

• Prepare and update customer service scripts, FAQs, and policy guides for staff.

• Follow company-approved information and rules in all communication.

• Performance bonus

• Company training on products and policies

• Staff discount on company products

• Opportunity to grow skills and advance your career over time