Senior Customer Experience Executive ( Feb 2023 – August 2025)
BDSHOP.COM | Dhaka, Bangladesh

Customer Experience & Call Center Operations

• Managed high-volume inbound and outbound calls, chats, and social media inquiries, ensuring first-contact resolution and high customer satisfaction.

• Handled customer inquiries, complaints, and order confirmations while maintaining service quality and professional communication standards.

• Delivered consistent service in compliance with SLA and internal quality guidelines.

Telesales & Revenue Support

• Performed upselling and cross-selling during customer interactions to increase average order value and repeat purchases.

• Supported sales conversion through persuasive communication and accurate product recommendations.

E-commerce & Order Management

• Processed customer orders and managed order confirmation, tracking, cancellations, returns, and refunds.

• Coordinated shipment follow-ups and resolved delivery and payment issues to ensure smooth fulfillment and customer retention.

• Prepared monthly sales and performance reports using MS Excel and Google Sheets for management review.

Product Content & Catalog Management

• Created and uploaded SEO-optimized product descriptions to improve product visibility and conversion.

• Maintained accurate product listings, pricing, and stock levels on the e-commerce platform.

Omnichannel Customer Communication

• Provided customer support across phone, Facebook, Instagram, Meta Inbox, and WhatsApp Business with fast response time and timely follow-ups.

• Strengthened customer loyalty through consistent engagement and professional relationship management.

Cross-Functional Collaboration

• • Worked closely with operations, logistics, and marketing teams to reduce order issues, improve workflows, and enhance overall customer experience.