Ncell
Telecommunication

At Ncell, we are passionate about our values, principles, and our strategic priorities. We believe that having the right talent in the right roles enables execution, improves our customer’s experience, and delivers breakthrough results. This is what makes us a winning team.

At Ncell, we lay much emphasis on our corporate values: Uncompromising Integrity, Exceptional Performance, Customer at our Heart, Breakthrough Innovation, and One Company - One Family. These values are the most integral part of our business. We carry out our daily business by keeping these values in mind as we, as an organization strongly stand for it.

Applicants must have the highest ethical standards, strong leadership skills, excellent judgment, a sense of personal initiative, and problem-solving abilities.

Ncell offers a competitive package that is designed to make you feel an integral part of the team and directly involved in the company's success.

Ncell is also committed to protecting Applicants' personal data. In Ncell, we take privacy seriously and all our activities are underpinned by our T.R.U.S.T principles of being Transparent, respecting your Rights, in our Use of personal data, through robust cyber Security practices and we take due care when Transfer of data is required. Click the link to know more about applicants privacy
https://webapi.ncell.com.np/upload/Notice/Ncell_Axiata_Privacy_Notice_for_Candidates.pdf

At Ncell, we lay much emphasis on our corporate values: Uncompromising Integrity, Exceptional Performance, Customer at our Heart, Breakthrough Innovation, and …

Assistant Specialist- Customer Experience

Views: 154 | Apply Before: 6 days, 15 hours from now

Position: Assistant Specialist- Customer Experience
Department: Customer Experience
No. of Openings: 2

Main Duties and Responsibilities:

Oversee daily operations of Ncell Centers, ensuring smooth customer interactions, query resolution, and first Visit Resolution.
Design and execute plans prioritizing a customer centric culture, ensuring all actions align focusing CSAT uplift.
Manage vendor staff, monitor occupancy, and provide necessary guidance for optimal performance.
Drive center profitability by aligning with Daily/ Monthly Key Performance Indicators (KPIs) and Sales targets.
Implement world class customer service standards and strategize service and sales enhancements in coordination with management.
Actively participate in marketing initiatives to boost sales and effectively execute promotional schemes/ local festive offers
Ensure efficient operation of the Q-management system and reduce customer wait times.
Maintain proper documentation, including customer subscription forms and records, for archiving and compliance.
Handle customer complaints and complex subscriber queries, ensuring proper follow-ups and feedback collection.
Manage workflow, staff schedules, and maintain high service levels through team motivation and training.
Foster a friendly customer service environment by ensuring a positive in-store experience.
Operate and oversee franchise store operations while executing directives from management as needed.

Qualification and experience

Bachelor’s Degree in related field, preferably in Management.
Preference for relevant experience in managing loyalty program and customer experience projects.

Profile

Service oriented, Know/How about cross sales and Push sales.
Understands impact of own performance on customers
Strong communication skills with the ability to articulate findings effectively
Passionate about learning, creating, and working in groups
Understand processes to gather needed information or support
Shows agility to adapt to new situations and challenges quickly
Implements agreed initiatives effectively
Seeks to learn more about other parts of the department
Works on constructive feedback to improve one's work performance
Tolerance for ambiguity and openness to feedback.
Understands and collates details of situations or problems at work
Implements agreed initiatives effectively
Understands linkage of own work beyond his / her area
Seeks to learn more about other parts of the unit
Understands impact of own performance on customers
Understand processes to gather needed information or support
Adapts to agreed rules to get a job done
Works on constructive feedback to improve one's work performance.

Duty Station
Kathmandu but can be placed anywhere in Nepal as per business needs and future requirements.

What we offer:
International Working Environment, Robust Performance Management Process, Internal Opportunities, Ncell Academy Trainings, Work – Life Balance, Flexible Working Practices, Competitive Compensation, Festive Allowance, Social Security Fund, Leave Travel Allowance, Medical Insurance, Communication Facilities, etc.