Social Media Executive

Job Description

Title: Social Media Executive

Company Name: Nova Group

Vacancy: 5

Age: 18 to 30 years

Job Location: Dhaka (Naya Paltan)

Salary: Negotiable

Experience:

• 1 to 2 years
• The applicants should have experience in the following business area(s): Electronic Equipment/Home Appliances
• Freshers are also encouraged to apply.

• HSC

• 1 to 2 years
• The applicants should have experience in the following business area(s): Electronic Equipment/Home Appliances
• Freshers are also encouraged to apply.

• Age 18 to 30 years
• Only Female

Social Media Management

• Manage the company's Facebook page, Instagram and other social media platforms.

• Respond promptly and professionally to customer comments, inbox messages and inquiries.

• Handle customer questions regarding products, prices, availability, features, warranty and delivery.

• Follow up on leads generated through Facebook/social media campaigns.

• Maintain proper communication with customers and convert inquiries into sales.

• Escalate complicated customer complaints/issues to the concerned department.

• Monitor customer feedback, comments and reviews and take necessary action.

• Maintain a professional and positive brand image across all digital platforms.

Customer Management

• Communicate with customers through phone calls, Messenger, WhatsApp and other communication channels.

• Confirm customer orders by phone/message when required.

• Collect and verify customer information including name, phone number, address and product details.

• Handle customer complaints professionally and provide appropriate solutions.

• Follow up with customers regarding pending, confirmed, shipped and delivered orders.

• Maintain good relationships with customers and ensure a positive buying experience.

Website & Order Management

• Monitor and manage orders received through the company's e-commerce website.

• Verify new orders and contact customers for order confirmation.

• Check product availability and coordinate with the relevant team before processing orders.

• Update order status accurately in the website/order management system.

• Prepare orders for dispatch and coordinate with the warehouse/team.

• Ensure customer information is accurate before handing over orders to courier.

• Track cancelled, pending, returned and failed-delivery orders.

• Maintain proper records of daily online orders and sales.

Courier & Delivery Coordination

• Coordinate with courier/delivery partners for regular order dispatch and delivery.

• Ensure orders are handed over to the courier on time.

• Track shipments and follow up on delayed or pending deliveries.

• Contact customers when necessary regarding delivery schedules.

• Monitor delivery status until successful delivery.

• Follow up on failed deliveries, customer unavailability and returned parcels.

• Coordinate with the courier company regarding delivery issues and COD/payment-related matters.

• Maintain accurate records of delivered, cancelled and returned orders.

Reporting & Daily Operations

• Prepare daily/weekly reports on online orders, sales, cancellations, returns and deliveries.

• Maintain order and customer databases accurately.

• Monitor pending orders and ensure timely follow-up.

• Coordinate with Sales, Warehouse, Accounts, Marketing and Customer Service teams.

• Perform other e-commerce-related tasks assigned by the management.