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Customer Service Representative
- No. of Openings 2
- Industry IT & Telecommunication
- Category IT&Telecommunication
- Location Shankhamul,New Baneshwor, Kathmandu, Kathmandu District
- Job Level Junior Level
- Salary NRS (15k-20k) Monthly (Negotiable)
- Education Level Intermediate (+2)
- Desired Candidate Female Only
- Experience Fresher
- Expiry date Dec 31, 2024 (10 days left)
- Vehicle License No
- Skills Customer Handling, Customer Relationship Management, Customer Service and Relation, Technical Support
Job Description
Key Duties and Responsibilities of a Customer Service Representative:
Customer Support & Issue Resolution
- Respond to customer inquiries via phone, email, live chat, or in person, providing information about products, services, or policies.
- Resolve customer issues by listening carefully to their concerns, troubleshooting problems, and offering appropriate solutions in a timely manner.
- Handle customer complaints with professionalism, addressing concerns effectively and ensuring customer satisfaction.
- Escalate complex issues to higher-level departments or management when needed, ensuring prompt resolution.
Product/Service Knowledge & Guidance
- Provide detailed information about the company’s products or services, explaining features, benefits, and usage.
- Assist customers in using products or services
- Help customers understand pricing, promotions, or new product launches and provide recommendations based on their needs.
Order Processing & Follow-up
- Process orders, returns, and exchanges, ensuring all information is correctly entered into the system and any changes are updated.
- Track customer orders and provide updates regarding shipping, delivery, or delays.
- Follow up with customers to ensure satisfaction after services are rendered or orders are completed.
Documentation & Record-Keeping
- Maintain accurate records of customer interactions, feedback, and actions taken in MIS (Management Information System) systems.
- Document recurring issues, customer feedback, and inquiries for reporting purposes and to improve service delivery.
Customer Engagement & Relationship Building
- Build rapport with customers, fostering strong, long-term relationships to encourage repeat business and customer loyalty.
- Proactively engage with customers to check on their satisfaction and offer assistance with any challenges they might face.
Sales Support
- Upsell or cross-sell products/services where applicable, based on customer needs and preferences.
- Assist in identifying opportunities for new services or upgrades that may benefit the customer.
Product/Service Feedback Collection
- Gather customer feedback regarding their experience with the company’s products, services, or customer service itself.
- Report common trends or issues to management or the relevant departments, helping to identify areas for improvement.
Compliance & Adherence to Policies
- Ensure that all customer interactions comply with company policies and procedures, including data protection and privacy regulations.
- Follow established protocols for service delivery, maintaining a consistent and professional approach.
Customer Education & Support Materials
- Provide educational resources to customers, including FAQs, tutorials, and instructional materials.
- Direct customers to online resources or help centers that can assist them in resolving minor issues independently.
Time Management & Multitasking
- Handle multiple tasks simultaneously, including managing customer inquiries, processing orders, and updating records, while maintaining high levels of service.
- Prioritize urgent or high-priority issues to ensure that customers’ needs are addressed promptly.
Emergency or Crisis Management
- Manage urgent situations or escalations efficiently, such as service interruptions, product defects, or high-priority complaints, ensuring swift resolution.
Job Specification
Skills and Attributes:
- Excellent communication skills (both verbal and written).
- Problem-solving abilities to address and resolve customer concerns effectively.
- Patience and empathy, especially when handling difficult or upset customers.
- Attention to detail in managing customer records, order details, and communication.
- Multitasking capabilities to juggle various tasks at once.
- Tech-savvy with the ability to use customer service platforms, CRM | MIS tools, and other software.
- Time management to handle customer inquiries efficiently and meet deadlines.
About Company
Established in 2014, Telematics Tech Pvt. Ltd provides GPS Tracking Products, Service, and overall tracking Solution for enterprise or personal use...
Established in 2014, Telematics Tech Pvt. Ltd provides GPS Tracking Products, Service, and overall tracking Solution for enterprise or personal use across Nepal. We offer a variety of remote tracking systems that are ideal for personal tracking, Child Tracking, Elderly Tracking or business use like Vehicle Tracking and Assets Management.
