Customer Support Representative

About the role

The Customer Support Representative will deliver high‑quality service by handling customer inquiries, resolving complaints, and providing product and service information. The role demands strong communication, problem‑solving abilities, and the capacity to work efficiently in a fast‑paced environment.

Key responsibilities

• Respond to customer inquiries through phone calls, emails, chats, and other channels.
• Provide accurate information about products, services, policies, and procedures.
• Assist customers with issues, complaints, requests, and service‑related concerns.
• Identify customer needs and deliver appropriate solutions promptly.
• Escalate complex issues to supervisors or relevant departments.
• Maintain accurate records of interactions, complaints, feedback, and resolutions.
• Follow up to ensure satisfactory resolution of concerns.
• Coordinate with internal departments for smooth service delivery.
• Prepare daily, weekly, and monthly support reports as required.
• Achieve performance targets related to satisfaction, response time, and issue resolution.

Required profile

• Minimum +2 (Intermediate) education; Bachelor’s degree preferred.
• Freshers encouraged; prior customer service or call‑center experience is a plus.
• Good verbal and written communication skills in Nepali and English.
• Basic knowledge of MS Office, email, internet browsing, and data entry.

Required skills

• Excellent communication and active listening.
• Strong customer‑service and interpersonal abilities.
• Effective problem‑solving and decision‑making.
• Calm and professional handling of complaints.
• Organizational and time‑management competence.
• Ability to multitask and work under pressure.
• Positive attitude, patience, and willingness to learn.
• Attention to detail and accuracy in documentation.
• Flexibility to work rotational shifts, including nights, weekends, and holidays.