Customer Support Representative

Job Description

Position: Customer Support Representative

Company: Tootle / Zapp Services Pvt. Ltd.

Location: Pulchowk, Lalitpur

Working Time: 10:00 AM - 6:00 PM

Working Days: Sunday - Friday

Vendor Engagement:

• Identify and onboard new vendors to expand the delivery, providing guidance on using our system effectively.
• Respond promptly and professionally to vendor inquiries through phone, email, and social media channels.
• Deliver clear and accurate information about services and company policies to vendors.
• Address and resolve vendor issues efficiently, escalating matters when necessary.
• Document all vendor interactions and feedback to support ongoing improvements.

Technical Assistance:

• Offer support to vendors and riders, helping them resolve technical issues related to our services.
• Collaborate with the Tech team to ensure swift resolution of technical challenges.

Order and Ride Management:

• Monitor vendor orders and ride requests to ensure timely and accurate delivery.
• Work closely with internal teams to resolve order-related concerns, ensuring smooth workflow and operations.

Record Keeping:

• Keep detailed and accurate records of all vendors and rider interactions, including issues, resolutions, and feedback, using our CRM and internal support systems.
• Prepare daily, weekly, and monthly reports on common issues, feedback, and service performance, identifying key trends and areas for improvement.
• Track Cash on Delivery (COD) transactions and settlements, coordinating with the Finance Department to ensure accurate handling.
• Submit daily summaries to the Supervisor, highlighting significant interactions, escalated cases, and unresolved issues.
• Collaborate with the Supervisor and team to review reports and develop strategies for improving customer and rider satisfaction.
• Ensure that all documentation aligns with company policies and data protection standards.
• Regularly update and maintain knowledge base articles and FAQs to speed up issue resolution.

Product Knowledge:

• Keep up-to-date with our products and services to offer accurate and effective information to customers and riders.
• Participate in training sessions to enhance product knowledge.

Other Responsibilities:

• Efficiently resolve customer and rider concerns related to ride-sharing, escalating issues when necessary.
• Work with internal departments to manage and resolve ride-sharing-related challenges, ensuring smooth operations.
• Support the training of new riders for both ride-sharing and delivery services.

Requirements & Experience

• Bachelor's degree in relative field
• Proven experience of at least a year preferably in customer or rider support or a related field.
• Excellent verbal and written communication skills in both English and Nepali.
• Ability to convey information to our customers and riders.
• Strong analytical and problem-solving skills to address customer/rider issues effectively.
• Ability to collaborate with cross-functional teams and contribute to a positive work environment
• Flexibility to adapt to changing priorities and business needs.
• Demonstrated commitment to customer satisfaction and service excellence.