After-Sales Relationship Executive, E-commerce

Job Purpose:

The After-Sales Relationship Executive will be responsible for maintaining regular communication with existing customers after product purchase to ensure customer satisfaction, monitor product usage, address concerns, encourage repeat purchases, and build long-term customer relationships. The role requires excellent communication skills, empathy, persuasive ability, and a customer-first mindset.

Key Responsibilities:

a. Customer Follow-up

• Conduct timely follow-up calls with customers after product delivery.

• Guide customers regarding product usage, application methods, and expected results.

• Ensure customers are satisfied with their purchase and overall experience.

• Address customer concerns, complaints, and product-related queries professionally.

b. Customer Relationship Management

• Build and maintain long-term relationships with customers.

• Develop customer trust through professional communication and proactive support.

• Maintain complete customer interaction records in the CRM/database.

• Ensure all customer information is updated accurately.

c. Repeat Sales & Customer Retention

• Identify opportunities for repeat purchases and cross-selling.

• Recommend suitable products based on customer needs and previous purchase history.

• Inform customers about ongoing promotions, new launches, and exclusive offers.

• Achieve assigned customer retention and repeat sales targets.

d. Complaint Handling

• Resolve customer complaints within the defined service standards.

• Coordinate with relevant departments to ensure timely issue resolution.

• Escalate complex customer concerns when necessary.

e. Reporting & Documentation

• Maintain daily call logs and customer feedback records.

• Prepare daily, weekly, and monthly follow-up reports.

• Track customer satisfaction and follow-up conversion rates.

f. Compliance

• Ensure confidentiality of customer information.

• Follow company policies, SOPs, quality standards, and customer service protocols.

• 3 to 5 years
• The applicants should have experience in the following business area(s): Manufacturing (FMCG), Pharmaceutical/Medicine Companies, Cosmetics/Toiletries/Personal Care, Call Center, E-commerce, Beauty Parlor/Saloon/Spa

• Bachelor of Business Administration (BBA) in Marketing, or any relevant discipline.

Educational qualification may be relaxed for exceptionally experienced candidates.

• Age At least 18 years

Experience

3–5 years of experience in:

• Tele Sales

• Customer Care

• Customer Relationship Management

• Call Center Operations

• After-Sales Service

Experience in any of the following industries will be considered an added advantage:

Skincare, Cosmetics, Beauty Products, Cosmeceuticals, Aesthetic Clinics, Dermatology Products, Pharmaceuticals, FMCG (Beauty & Personal Care) E-commerce customer service

Required Competencies

• Pleasant and professional telephone etiquette.

• Strong interpersonal and relationship-building skills.

• Ability to handle a high volume of customer calls.

• Sales-oriented mindset with excellent follow-up ability.

• Complin handling and Customer retention ability

• Microsoft Office (Excel, Word, Outlook)

• Excellent communication skills with Active listening and Customer-focused attitude

• Persuasion and negotiation skills

• Time management

• Teamwork

Language Proficiency

• Excellent spoken and written in Bangla and English

Other Requirements

• Ability to work under pressure

• Willingness to work in a target-driven environment.

• Female candidates with relevant experience are encouraged to apply

Working Conditions

• Office-based role.

• Six-day work week (Shifting Duty).

• May require occasional extended working hours during campaigns or promotional periods.

• Competitive salary

• Career growth opportunities

• Professional learning and development

• Friendly and collaborative work environment

• Opportunity to work with one of Bangladesh's leading skincare and aesthetic brands