Position: Customer Service Representative

Job Description

Customer Service Representative

Location: Kathmandu Nepal

Salary: NPR 18,000 per month

Job Specification:

A job specification outlines the qualifications, skills, knowledge, and attributes required for a candidate to be successful in the role. The following details are essential for the Customer Service Associate position:

1. Education & Qualifications:

• Education:
• Preferably Bachelor’s running (any discipline).
• Relevant certifications or training in customer service, communication, or call center operations (preferred but not mandatory).

2. Experience:

• Prior experience in customer service or a similar role (preferred but not mandatory).
• Exposure to handling customer queries via phone, email, or chat (desirable).

3. Skills & Competencies:

• Language Proficiency:
• Proficiency in English is required.
• Additional language skills are a plus but not mandatory.
• Communication Skills:
• Excellent verbal and written communication skills.
• Ability to convey information clearly and effectively to customers.
• Customer Service Orientation:
• Strong problem-solving skills, with a focus on customer satisfaction.
• Ability to remain calm and professional in challenging situations.
• Technical Skills:
• Basic proficiency in computer skills, including knowledge of Microsoft Office Package (Word, Excel, PowerPoint).
• Familiarity with customer service or CRM software is a plus.

4. Personal Attributes:

• Teamwork:
• Strong interpersonal skills and the ability to work collaboratively within a team environment.
• Adaptability:
• Ability to manage stress and thrive in a fast-paced work environment.
• Flexibility to work in shifts, including evenings, weekends, and holidays if required.
• Attention to Detail:
• Strong attention to detail and the ability to handle customer records and documentation accurately.
• Positive Attitude:
• Self-motivated with a positive attitude and a willingness to learn and grow within the company.

5. Performance Expectations:

• Ability to meet daily and monthly performance targets, including:
• Productivity: Handling a specified number of customer interactions per day.
• Quality: Maintaining high-quality customer service standards and meeting customer satisfaction targets.
• Attendance: Regular attendance with minimal absences and adherence to the shift schedule.

6. Physical & Mental Requirements:

• Ability to sit for extended periods while managing computer-based tasks.
• Mental stamina to handle repetitive tasks with focus and accuracy.

7. Work Environment:

• Office-based role.
• Requires handling multiple customer interactions in a dynamic environment.