Contact Centre Associate

About the role

The Contact Centre Associate is a full‑time, on‑site position based in Kathmandu. The role involves handling both inbound and outbound calls, responding to customer and guest inquiries, and providing clear, courteous, and timely information. It also includes managing reservations, updating customer records, addressing service issues, and escalating complex matters to the appropriate teams.

Key responsibilities

• Handle inbound and outbound telephone calls and respond to inquiries.
• Manage reservations and update customer records accurately.
• Address service issues and escalate complex cases to relevant team members.
• Follow established procedures and use contact‑centre systems and tools.
• Maintain accurate documentation of all interactions.
• Collaborate with colleagues to improve service quality and meet performance targets.
• Uphold company policies and professional communication standards.

Required profile

• Strong customer‑facing skills with experience in customer service or hospitality.
• Ability to work on‑site in Kathmandu, handle high call volumes and multitask with attention to detail.
• Basic computer literacy and familiarity with call‑centre or CRM systems.
• Problem‑solving abilities, a customer‑focused mindset, and teamwork orientation.

Required skills

• CRM systems
• Call centre systems
• Basic computer literacy