Assistant Specialist - Complaint Resolution, Commercial
Ncell

Ncell is a part of Axiata Group Berhad, one of Asia’s leading telecommunication groups.

At Ncell, we care about our people and their development. Here you will find opportunities for continued education and training. We are working on the process and strategies to empower our people through leadership programs. At Ncell, we are committed to help our people learn, develop & enhance their functional skills, leadership capabilities & personal effectiveness. Our leadership development focuses developing leaders who think before they act and act according to the values that the organization embraces.

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 integral part of our business. We carry out our daily business by keeping these values in mind as we as an organisation strongly stand for it.

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

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

Assistant Specialist - Complaint Resolution, Commercial

Views: 7871 | This job expired 1 week, 1 day ago

Basic Job Information

Job Category : Marketing / Advertising / Customer Service > Customer relationship
Job Level : Mid Level
No. of Vacancy/s : [ 1 ]
Employment Type : Full Time
Job Location : Kathmandu, Nepal
Documents Required : Resume , Application Letter * Documents are required while applying for job.
Offered Salary : Negotiable
Apply Before(Deadline) : Oct. 08, 2019 23:55 (1 week, 1 day ago)

Job Specification

Education Level : Bachelor
Experience Required : Not Required
Other Specification

Qualification and Experience:

  • Bachelor’s Degree in related field
  • Preference will be given to candidate having relevant experience

Profile:

  • 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


Job Description

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.


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