• 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.