Education:

• High school diploma or equivalent. An Associate or Bachelor's degree is a plus
• Must be able to read, speak, write, and understand English and Nepali (Roman).

Experience:

• Proven work experience as a Customer Service Officer with office management and general administrative tasks.

Job Specifications:

• Fluency in English and Nepali (oral and written)
• Excellent written and verbal communication skills
• Solid knowledge of MS Office, particularly Excel and Word
• Excellent communication and people skills
• Good organizational, multitasking and prioritizing abilities
• Knowledge of customer service principles and practices
• Familiarity with customer support tools and technologies
• Strong problem-solving and interpersonal skills
• Ability to work independently and as part of a team
• Ability to work flexible hours, including weekends and holidays
• Must be available to work in the following shifts: morning, afternoon, and night.

Responsibilities:

• Provide excellent user support for user inquiries through various channels (e.g. email, chat, phone) in a timely and professional, yet friendly manner
• Respond to questions and concerns about the organization and guide users to the concerned department if they have any queries
• Handle complaints and specific user requests, escalate complex issues to the appropriate department
• Document customer interactions and update customer information in the system
• Keep records of the user's phone calls, and complaints
• Document customer interactions and follow up on open issues
• Proactively communicate with customers to gather information and provide updates on their inquiries
• Continuously improve their own knowledge of products, services, and processes.
• Maintain required parts of the customer services department
• Be up to date with the company's products and services
• Adhere to company policies and procedures
• Meet and exceed performance metrics
• Perform and undertake all other duties and responsibilities as requested by the Immediate Supervisor.

We offer a dynamic and supportive work environment, opportunities for growth, and a competitive salary and benefits package. If you are passionate about providing exceptional customer support and are looking for an exciting career opportunity, we encourage you to apply for this position.

Source: Merojob

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