Call Center Representative

About the role

The Call Center Representative will join Merolagani’s customer support team in Kathmandu. This full‑time, on‑site position involves handling both inbound and outbound calls to assist users with the platform’s investment tools and services.

Key responsibilities

• Answer and place calls, responding to queries about portfolio tracking, watchlists, alerts and account setup.
• Guide users through the platform’s features and help configure notifications via SMS or email.
• Log customer interactions, resolve routine issues, and escalate technical or complex problems to the appropriate team.
• Maintain accurate records of each call and provide clear, courteous information to ensure user satisfaction.
• Collect feedback from callers and share insights with internal teams to support service improvements.

Required profile

• Proven experience in customer service or call‑center environments, preferably in financial services.
• Strong verbal and written communication skills in Nepali and English.
• High attention to detail, patience under pressure and a proactive, problem‑solving attitude.

Required skills

• Proficiency with call center software and web‑based platforms.
• Basic troubleshooting abilities for user‑related issues.