Key Responsibilities

• Responding to phone calls, emails, and chat messages.
• Quickly and efficiently resolving customer issues.
• Processing returns, exchanges, and customer complaints.
• Keeping records of each interaction with customers.
• Updating customer information in the CRM system.
• Collecting and forwarding customer feedback to relevant departments.
• Informing customers about the status of their inquiries.

Skills, Knowledge and Expertise

• Handle multiple live chat conversations simultaneously with customers.
• Respond to customer inquiries in a timely, accurate, and professional manner.
• Maintain a professional and courteous demeanor during all customer interactions to ensure high-quality service and customer satisfaction.
• Resolve customer issues effectively and escalate complex cases to higher-level support when required.
  Accurately document customer interactions and update customer records in the CRM system.
• Follow up on unresolved cases to ensure satisfactory resolution.
• Collaborate with team members and other departments to deliver consistent and high-quality customer support.
• Exceed customer expectations by providing accurate information and an exceptional service experience.
  
  
  
  

Job Benefits

• Strong digital literacy.
• Excellent data entry and writing skills.
  Good knowledge of Google products (Google Sheets, Google Docs).
• Product knowledge or willingness to learn E-hailing services, products & services, travel, and courier solutions.
• Strong verbal and written communication skills.
• Fluency in Nepali and English (both spoken and written).
• Fast and accurate typing skills (minimum 100 words per minute).
• Experience with Customer Support CRM tools such as Salesforce, Zendesk, or Zoho.