Department: Commercial Department

Section: Customer Services & Operations 

Team: Complaint Resolution Team

Duty Station: Currently Kathmandu, however can be anywhere in Nepal as per business needs and future requirements

Main Responsibility Areas:

• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Handle complaints through Complaint Handling System, provide appropriate solutions and alternatives within the time limits and required follow ups
• Provide resolution for all escalated service tickets
• Maintains customer's confidence and protect operations by keeping information confidential
• Proactively analyzing and identifying trends within the calls / issues logged across the customer base
• Acknowledging and resolving customer complaints
• Knowing our products inside and out so that answer and handle customer complaints
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions, comments and complaints
• Communicating and coordinating with colleagues as necessary & Co-ordinate with different department and to accomplish to provide the customer service and meet the set targets
• Providing feedback on the efficiency of the customer service process
• Testing of the products and offering before and after product launch
• Ensure customer satisfaction and provide professional customer support
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes

What we offer:

International Working Environment, Performance Management Process, Internal Opportunities, Ncell Academy, Trainings, Work – Life Balance, Flexible Working Practices, Competitive Compensation, Festive Bonus, Provident Fund, Incentives, Leave Travel Allowance, Medical Insurance, Gratuity, Communication Facilities, etc.