Online Customer Service Executive

Job Description

Title: Online Customer Service Executive

Company Name: Shukran Foods PLC

Vacancy: 1

Age: 20 to 30 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 2 to 3 years
• The applicants should have experience in the following business area(s): Restaurant, Convention center

• Bachelor/Honors

• 2 to 3 years
• The applicants should have experience in the following business area(s): Restaurant, Convention center

• Age 20 to 30 years
• Only Female

The Online Customer Service Executive will be responsible for managing online customer communications, responding to inquiries, coordinating bookings, and ensuring a professional and satisfactory customer experience.

1. Online Customer Communication

   • Respond promptly and professionally to customer inquiries received through Facebook, Messenger, WhatsApp, website, phone, and other online communication platforms.

   • Provide accurate information regarding CENTRUM Hall facilities, packages, availability, pricing, services, rules, and booking procedures.

   • Maintain a polite, helpful, and professional tone in all customer interactions.

2. Hall Booking & Inquiry Management

   • Receive and manage customer inquiries regarding hall bookings, events, meetings, parties, weddings, corporate programs, and other functions.

   • Check and coordinate hall availability with the concerned team before confirming any booking.

   • Record customer requirements, event dates, expected guest numbers, preferred arrangements, and special requests accurately.

   • Follow up with potential customers regarding quotations, booking confirmations, and pending decisions.

3. Customer Follow-Up

   • Regularly follow up with customers who have shown interest but have not yet confirmed their bookings.

   • Contact confirmed customers before their events to reconfirm booking details and requirements.

   • Maintain proper records of customer communications and follow-up status.

4. Complaint & Service Support

   • Receive and handle customer complaints, feedback, and service-related concerns professionally.

   • Coordinate with the concerned department or management to resolve customer issues promptly.

   • Escalate serious or unresolved complaints to the appropriate authority.

5. Sales & Business Support

   • Promote CENTRUM Hall's packages, facilities, and available services to prospective customers.

   • Assist in converting online inquiries into confirmed bookings while following approved company rates and policies.

   • Identify potential business opportunities and communicate them to the concerned management.

6. Data & Reporting

   • Maintain updated records of daily online inquiries, customer leads, follow-ups, confirmed bookings, cancellations, and pending inquiries.

   • Prepare and submit daily/weekly customer inquiry and booking reports as required by management.

   • Ensure that all customer information is recorded accurately and confidentially.

7. Coordination with Internal Departments

   • Coordinate with the Hall Manager, Sales, Accounts, Operations, Kitchen, Security, and other concerned departments regarding customer requirements and confirmed events.

   • Ensure that all special instructions communicated by customers are properly conveyed to the responsible department.

8. Professional Conduct

   • Maintain confidentiality of customer information, booking details, pricing, and company-related information.

   • Follow all company policies, procedures, approved pricing, communication standards, and instructions of management.

   • Maintain professional behavior and represent CENTRUM Hall positively in all customer interactions.

9. Additional Duties

   • Perform any other customer service, administrative, sales-support, or operational duties assigned by the Management/HR Department from time to time.

   • Maintain continuous readiness to support customer service operations during peak periods, holidays, and special events as required.