Position: Assistant Specialist –  Complaint Resolution (Police Support)

Department: Commercial Department

Section: Customer Services & Operations

Team: Complaint Resolution

Requirement: 1

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

Main responsibility areas:

• Cooperate with government security bodies (NTA designated government focal points) as per the need with the highest priority.
• Following up with respective functions/ departments to handle the issue received from security bodies.
• Ensure all the requests from securities/governmental bodies are properly handled.
• Filing of all the legal correspondents, replied documents and letters received from government security bodies for auditing purposes.
• Maintain the workflow, schedules/shifts defined by the line manager.
• Address the written complaints and respond the same in written form in respective language with the coordination of required stakeholders.
• Analyze and respond to critical queries regarding customer information received from Ncell exclusive touchpoints.
• Maintain reports of the handled issues in an organized template and report them to the line manager in a periodic manner
• Imposing suspension and release the suspension to the complaint numbers received by government security bodies.
• Conduct quarterly audits with respective focal point heads to ensure customer privacy is addressed.
• Develop trusted relationships with cross-functional team and a strong understanding of their function, processes, goals, and opportunities to align daily operational tasks.

Qualification and experience:

• Minimum Bachelor’s degree in management or other relevant disciplines
• Preference will be given to candidate having prior relevant experience including but not limited to mature dealing with government authorities, handling / managing confidential information

Profile:   

• Reviews situations or problems related to the work and presents all perspectives clearly for analysis
• Reviews and recommends new solutions or techniques to improve work output
• Tries to review linkages beyond own work area
• Seeks to learn more about other parts of the unit, or function
• Proactively seeks out customers' input to obtain feedback on performance
• Effectively communicates with others to obtain needed information or support
• Adapts rules or recommends alteration in normal procedures to get a job done well
• Understands personal strengths & weaknesses, and works on constructive feedback to improve one's work performance    
• Must be mature, tactful and smart in dealing with stakeholders
• Fluent typing both in Nepali & English is a must

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.