Position: Customer Service Specialist (Recent Job)

Job Description

About the role:

• Buyers are key to our success. As a Customer Service Agent, you will be in constant contact with Buyers. Finding out about their problems, compliments, complaints and questions, as well as helping to boost e-commerce in Nepal by engaging with them on all aspects of their purchase from sellers. For this challenging and engaging work, we’re looking for a motivated self-starter to join our team. You join a growing team that:
• Handles customer queries both by phone and email
• Explains to customers the online process: how to place an order online; how the product is dispatched; and how they get their order delivered
• Calls Buyers constantly to confirm their orders, answer any product related questions, gain ratings and comments, encourage and induce more orders…
• Gather intelligence used by the team to boost our performance and improve customer satisfaction

A successful candidate will fulfil the following requirements:

•     Bachelor’s degree in any discipline
•     Experience as an outbound call centre / high pressure Customer Service role is preferred
•     Very comfortable with using computer software - we use MS Excel and Google Documents a lot, as well as customised Customer Service software
•     Excellent communication and interpersonal skills, with perfect Nepali and English
•     Patience and awareness, with an ability to stay calm and professional in difficult situations
•     A strong drive to grow, learn, succeed, and complete all tasks assigned to them, and more.
•     Updating social media accounts (FB, Twitter, G+, Instagram, blog)
•     Posting on our Facebook page
•     Actively seek out exciting deals offered by Sellers for posts, tweets and uploads
•     Monitoring inboxes, comments, Twitter mentions and answering them in English or Nepali in a timely manner
•     Engaging our audience with competitions, games, events etc
•     Giving local input to central team on social media activities
•     Manage Social Media marketing campaigns and day-to-day activities including:
•     Monitor, listen and respond to users in a “Social” way while cultivating leads and sales for sellers.
•     Implement a proactive strategy for capturing customer online reviews. Monitor online ratings and respond accordingly.
•     Monitor effective benchmarks for measuring the impact of Social Media programs. Analyse, review, and report on effectiveness of campaigns in an effort to mmize results.

What We Offer

•     An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders
•     The chance to be a performer and executor, who learns how to interpret data and then attack their work aggressively to fix the issue.
•     A unique experience in launching and scaling new internet concepts within Nepal

Job Specification

Qualification Required   :    Bachelor's degree
Key Skills                          :    Communication Skills,Interpersonal skills,Ability to work,Analytic Skills,Customer Service
Prefered Age Range      :     Not Available
Cover Letter                     :     Not Required
Functional Area               :     ITES / BPO / KPO / Customer Service / Operations