Executive / Senior Executive - Customer Service

Job Description

Title: Executive / Senior Executive - Customer Service

Company Name: ACI PLC

Vacancy: --

Age: At least 22 years

Job Location: Dhaka

Salary: --

Experience:

• 1 to 3 years
• The applicants should have experience in the following business area(s): Manufacturing (FMCG), Group of Companies

• Bachelor's degree (Honours) in BBA or any other discipline.

• Certification in Customer Service Management, Digital Marketing, or Call Center Operations will be an added advantage

• 1 to 3 years
• The applicants should have experience in the following business area(s): Manufacturing (FMCG), Group of Companies

• Age At least 22 years

• 1 to 3 years of relevant experience in customer service, call center, or social media/digital customer engagement.

ACI is one of Bangladesh's leading conglomerates, operating across Pharmaceuticals, Consumer Brands, Agribusiness and Retail with a clear mission to improve quality of life through responsible growth and innovation. Guided by integrity and driven by impact, we build trusted brands while empowering talent to lead, innovate and grow. From Bangladesh to global markets, ACI offers a high-impact growth mandate, exposure to leadership and the opportunity to build at scale within a purpose-driven, performance-oriented culture.

The Executive / Senior Executive - Customer Service is responsible for the end-to-end customer experience across digital and voice channels. managing social media query handling, monitoring call center performance, and ensuring website content accuracy and hygiene. The ideal candidate has hands-on experience within a customer service team and is confident coordinating with colleagues, tracking performance metrics, and driving service-quality improvements

What You Will Do

• Coordinate the daily activities of the Customer Service team, helping organize tasks and ensuring smooth day-to-day workflow.

• Oversee social media query management across the company's Facebook page and other platforms-ensuring timely, professional, and brand-consistent responses.

• Monitor and track call center performance, including call volume, response time, first-call resolution, and customer satisfaction (CSAT) scores.

• Track key performance indicators (KPIs) and turnaround-time (TAT) standards for the team, and flag areas needing improvement.

• Manage website content and hygiene-regularly auditing product/property listings, pricing, and descriptions for accuracy and coordinating with relevant departments (IT, marketing, sales) to fix discrepancies.

• Handle escalated or sensitive customer complaints that require additional attention, ensuring swift and satisfactory resolution.

• Develop and maintain SOPs, FAQs, and standard response templates to ensure consistency across the team.

• Support onboarding, briefing, and knowledge-sharing with colleagues to improve service quality and product/process knowledge.

• Prepare and present periodic performance reports, customer feedback summaries, and improvement recommendations to management.

• Coordinate with cross-functional teams (Marketing, IT, Sales, Operations) to resolve recurring customer issues and improve overall service delivery.

What You Bring

• Strong command of Facebook Page/Meta Business Suite management and familiarity with website CMS platforms.

• Working knowledge of call center tools, dashboards, or CRM systems for performance tracking.

• Excellent written and verbal communication skills in both Bangla and English.

• Strong analytical mindset with the ability to read performance data and translate it into action.

Reports to: Deputy Manager, Customer Experience.