Customer Service Representative (CSR)

About the role

The Customer Service Representative (CSR) is the primary point of contact for our customers, handling inquiries, complaints, and service requests across phone, WhatsApp, Viber and other channels. You will ensure a consistent, positive experience while supporting the Supervisor in daily operations and team coordination.

Key responsibilities

• Manage inbound and outbound customer calls professionally and promptly.
• Respond to inquiries and service requests via phone, WhatsApp, Viber, and other platforms.
• Record, monitor, and resolve customer complaints within established timelines.
• Follow up on open cases until they are satisfactorily closed.
• Collaborate with Logistics and other departments to address delayed, missing, or problematic parcels.
• Provide accurate information on orders, delivery status, and service requests.
• Maintain complete records of communications, complaints, follow‑ups and resolutions.
• Report recurring issues to the Supervisor for further action.
• Assist the Supervisor in overseeing daily service activities and ensure smooth workflow.
• Support team coordination, task distribution and operational follow‑ups, especially during the Supervisor’s absence.

Required profile

• Bachelor’s degree preferred.
• Minimum 2 years of experience in customer service, call‑center, e‑commerce, retail or logistics.
• Proven ability to handle customer complaints and coordinate with internal teams.
• Experience in team coordination or supervisory support is a plus.

Required skills

• Strong verbal and written communication in Nepali and English.
• Excellent problem‑solving and decision‑making abilities.
• Effective coordination, monitoring and follow‑up capabilities.
• Calm and professional demeanor when dealing with dissatisfied customers.
• Good organizational and documentation skills.
• Basic leadership and team‑management aptitude.