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.