Customer Service Representative

About the role

We are looking for a customer‑centric, proactive, and detail‑oriented Customer Service Representative to join our client’s team. The role involves handling multi‑channel customer communications, resolving complaints, coordinating with internal teams, and supporting daily service operations.

Key responsibilities

• Handle inbound and outbound customer calls professionally.
• Manage customer inquiries, order updates, and service requests through WhatsApp, Viber, Email, and ticketing systems.
• Handle and resolve customer complaints while maintaining ownership until closure.
• Coordinate with Logistics, Dispatch, and other departments regarding delayed, damaged, or problematic deliveries.
• Maintain accurate records of customer interactions, complaints, follow‑ups, and resolutions.
• Assist with daily task allocation, workflow monitoring, and team productivity.
• Support basic team coordination and workflow management in the absence of the supervisor.
• Follow company SOPs, quality standards, and communication guidelines.

Required profile

• Minimum 2 years of relevant experience in customer service, call center operations, e‑commerce, retail, or logistics.
• Bachelor’s degree completed in any discipline is preferred.
• Strong verbal and written communication skills in English and Nepali.
• Experience in complaint handling, conflict resolution, and customer de‑escalation.
• Strong organizational, administrative, and follow‑up skills.
• Comfortable using WhatsApp, Viber, Email, spreadsheets, and CRM/ticketing systems.
• Ability to coordinate with multiple departments and take ownership of customer issues.
• Leadership aptitude and ability to support team workflows.

Required skills

• WhatsApp
• Viber
• Email
• Spreadsheets
• CRM/ticketing systems