E-commerce Moderator / Client Service Executive (In-House)

Job Description

Title: E-commerce Moderator / Client Service Executive (In-House)

Company Name: FDL Group

Vacancy: --

Age: Na

Job Location: Dhaka, Dhaka (Dhaka Court)

Salary: Negotiable

Experience:

• 1 to 3 years

• Bachelor of Business Administration (BBA) in Marketing

• Bachelor’s Degree in Marketing, Business, Communication, or a related field.

• 1 to 3 years

Qualifications & Skills Required:

• • 1–3 years of experience in e-commerce moderation, client service, or social media management.
  • Strong communication skills in Bangla and English (both written and spoken).
  • Proficiency in Facebook Page Management, Meta Business Suite, and Excel/Google Sheets.
  • Basic understanding of online advertising and digital campaign responses.
  • Polite, patient, organized, and capable of handling pressure during high-order seasons.
• Performance KPIs:
  • Response Rate & Average Response Time
  • Order Accuracy & On-Time Delivery Rate
  • Customer Satisfaction (CSAT) / Positive Feedback %
  • Lead-to-Order Conversion Rate
  • Reporting Accuracy & Timeliness

Objective: We are looking for a dedicated and customer-focused E-commerce Moderator / Client Service Executive to manage online customer interactions, process orders efficiently, and ensure a seamless digital shopping experience. The role requires excellent communication skills, attention to detail, and strong coordination with the operations and delivery teams to maintain customer satisfaction across all digital platforms.

Key Responsibilities:

Customer Communication & Support

• Respond promptly to customer messages, comments, and inquiries on Facebook, Instagram, WhatsApp, website chat, and other digital platforms.
• Maintain a friendly, professional, and solution-oriented tone in all client communications.
• Confirm orders, verify payment details, and ensure accuracy of delivery information.
• Handle complaints, refunds, and product exchanges with empathy and professionalism.

Order Management

• Coordinate with warehouse, inventory, and delivery teams to ensure timely order fulfillment.
• Keep customers informed about order status, delivery updates, and stock availability.
• Maintain accurate daily order logs and ensure proper system updates.

Page & Campaign Moderation

• Monitor post comments, inbox messages, and ad responses on all digital platforms.
• Filter and organize qualified leads from paid campaigns for the sales or marketing team.
• Maintain a high response rate and ensure all customer queries are replied to within defined SLAs.
• Track and analyze customer engagement data to support campaign optimization.

Data & Reporting

• Maintain detailed records of inquiries, confirmed orders, and customer feedback.
• Prepare daily and weekly reports on inquiries, orders, and conversion metrics.
• Share customer insight reports to help marketing teams improve future campaigns.