Customer Service Representative (Voice)

• Learn SOP for Customer Service representatives 

• Assist Digital customers with any questions or issues that arise with their accounts via phone.

• Call customers to verify orders or to learn about their overall customer experience.

• Respond to customer support inquiries as quickly and accurately as possible.

• Answer to customer queries and complaints as per Standard Operating Procedure (SOP). Queries and complaints may relate to order, product or the process.

• Coordinate with the customer on complaints, escalate the issue to internal department and ensure timely follow- up.

• Maintain the call quality, interaction quality and productivity as per the set KPI targets & ensure company compliance.

• Suggest improvement areas as per customer feedback and self-analysis.

• Meet the assigned call/ quality target.

Requirements

•  Bachelor Degree in any relevant field.

•  Work exposure/ past experience in related field will be an extra advantage.

•  Call Center experience is strongly preferred.

•  Good in Nepali and English verbal/written communication.

•  Ability to work in fast-paced and pressured environment while remaining proactive, resourceful and efficient.
•  Excellent people handling skills - calm, soft-spoken and persuasive.

•  Strong organization skills with a problem-solving attitude.

•  Well-versed in Microsoft office tools.

•  Excellent written and verbal communication skills.

•  Having personal bike/scooter and valid driving license will be preferred.

•  Should be flexible to work in any of the two shifts.