Number of Vacancies: 2

Section: Customer Service & Operations

Unit: CX Retail Operations & Governance

Team: Ncell Center Sector A

Duty Station: Current requirement is in Durbarmarg  and  Bhairahawa but can be anywhere in Nepal as per business needs and future requirements.

Purpose

Managing overall Ncell center operation, handling customer queries complaints and maintain first visit resolution.

Main Duties and Responsibilities

• Managing daily Ncell center operation, maintaining contacts with customers, handling their queries complaints and maintain first visit resolution.
• Manage third party staffs, provide required information, monitoring and controlling their daily occupancy.
• Maintain Ncell center profitability. Ensuring Ncell Centers in line with Key Performance Indicators (KPI) and targets.
• Implementation of world class customer service concept in center and plan for sales & service level enhancement in coordination of immediate manager.
• Actively participate in marketing activities and plan accordingly to get sales target.
• Operating the Q-management system with accuracy.
• Improvement in customer waiting time. Registration of the documents received and its submission to the responsible person as well as filing.
• Running all the schemes operated by the marketing department with effectiveness and ease.
• Handling the complaints received from the customers forwarding it to the immediate superior.
• Handling the problematic subscriber’s queries, follow up and getting feedback.
• Maintain the work flow, schedules/shifts defined by the respective manager. Collect & share customer feedbacks for improvement.
• Implementing the friendliest customer care concept by serving the customers with a smile.
• Documentation of customer subscription form & other document processed within respective Ncell centers & process for further archiving.
• Managing and motivating respective team members to enhance service level, increase sales and ensuring respective Ncell centers’ overall efficiency.
• Executes other instructions of the direct management as per the necessity of the unit / company.
• Monitoring service level provided by Ncell Pasal, periodic visit and reporting. 

Education Qualification and Experience

• Bachelor’s Degree in related field, preferably in Management.
• Preference for relevant experience.

Profile

• Understands and collects 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

What we offer

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

Remarks:

Priority will be given to eligible Nepalese Citizens.

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