Position: Assistant Specialist

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:

• Ensure timely and accurate customer service. 
• Handle complaints through CCH system, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Prepare reports by collecting, analyzing, and summarizing information.
• Maintains client confidence and protects operations by keeping information confidential.
• Maintains professional and technical knowledge by attending educational workshops/trainings, reviewing professional publications; establishing personal networks.
• Maintain the KPIs, shifts schedules defined by the Team Head.
• Co-ordinate with different department and to accomplish to provide the customer service and meet the set targets.
• Testing of the products and offering before and after product launch.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Testing of the products and offering before and after product launch.
• Maintain customer feedback and provide to responsible when required.
• Ensure proper recording and closure of all issues

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.

Your qualification and experience:

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

 Your 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

Shortlisting will be done on the basis of your answers while applying, please answer the questions carefully. Only shortlisted candidates will be contacted. Telephone enquiries will not be entertained.