Praweb Service

Advertising Agency

Customer Experience Agent

Views: 91|Published on: Jun 30, 2026|

Marketing / Advertising / Customer Service

+1 more

Mid Level

Part Time

Vacancy: 4

Kathmandu|

Experience: More than 1 year|

NRs. 15,000 - 30,000 Monthly

Job Description

Roles and responsibilities of this job

Praweb Service is hiring four Customer Experience Agents to support customers across email tickets, social media comments and direct messages.You will be responsible for responding to customers clearly and professionally, resolving routine issues,escalating serious cases and ensuring that no customer is left without an update.

This role is suited to someone who is organised, calm under pressure, comfortable communicating in written English and able to work responsibly without constant supervision.

Key responsibilities

Respond to customer support tickets during your assigned shift.
Respond to customer comments and direct messages across assigned social platforms.
Investigate order, delivery, refund, subscription and product-related questions.
Give customers clear and accurate updates.
Record the correct notes, tags and next steps on each case.
Escalate urgent, medical, product quality, payment, chargeback or fulfilment risk cases.
Follow approved response templates, refund procedures and escalation processes.
Work with the next shift to ensure a clean handover.
Maintain professional, empathetic and accurate communication.
Support live chat after it is launched and the team has been trained.

Job Specification

Required qualifications for this job

Required Education Level:Under Graduate (Bachelor)

Required Experience:More than 1 year

Other Specification

Shift structure

Each scheduled workday is 6 hours in total.
Each agent works 5 days per week.
Each agent receives 2 rotating days off per week.
The four agent team will work across rotating shifts from Monday to Sunday.
Exact shift start and end times will be confirmed before onboarding.
Agents must be available to work rotating schedules, including some weekends.

Shift handover expectations

Before ending a shift:

All tickets more than one hour old should be addressed.
Any unresolved ticket handed to the next shift must be less than one hour old.
The ticket must include a clear internal note explaining:
The latest action taken
The current status
The next action required
Serious or urgent cases must be escalated before the shift ends.
The same standard applies to social comments and direct messages.

What we are looking for

Strong written English.
Clear and professional communication.
Good judgement when dealing with customers.
Strong attention to detail.
Ability to follow SOPs and documented processes.
Ability to organise and prioritise multiple customer cases.
Reliability and punctuality.
Willingness to work rotating shifts and weekends.
Ability to remain calm with frustrated or dissatisfied customers.
Comfortable receiving feedback and improving performance.

Preferred experience

Experience in one or more of the following is an advantage:

Customer support or customer service
E-commerce or direct-to-consumer businesses
Email or live chat support
Social media customer support
Shopify
Gorgias, Zendesk or similar helpdesk platforms
Order tracking and fulfilment support
Refunds, subscriptions or payment-related queries

Previous customer support experience is preferred, but applicants with strong communication skills, sound judgement and the ability to learn quickly may also apply.

What success looks like

Successful agents will:

Respond to customers promptly.
Keep tickets organised and accurately documented.
Resolve routine issues without unnecessary delays.
Escalate serious cases correctly.
Leave a clean and clear handover for the next shift.
Maintain professional communication across all channels.
Help reduce unresolved tickets, repeated customer follow ups and avoidable complaints.

Shift & Salary

Morning Shift: Monday to Saturday | 6:15 AM – 11:15 AM
Day Shift: Monday to Saturday | 11:15 AM – 4:15 PM
Night Shift 1: Wednesday to Saturday | 10:15 PM – 6:15 AM
Night Shift 2: Sunday to Tuesday | 10:15 PM – 6:15 AM

Note : Applicants may apply for their preferred shift. Salary will be based on the selected shift.

Skills Required

Required skills for this job

Communication

Customer Care

Customer Handling

Customer Support

Attention to Detail

Salary

Offered financial and non-financial compensation for this job

Offered Salary:NRs. 15,000 - 30,000 Monthly

Applying Procedure

Click on Login to Apply to get the email address / external link to apply.

Note: You need to be a registered jobseeker to view the applying email address / external link.

Apply Before: Jul 30, 2026

About the organization

Praweb Service

Advertising Agency

IT Plaza, Kamaladi, Kathmandu

We are a Kathmandu-based creative agency that produces ad creatives for international e-commerce brands. Our work focuses on short-form, high-converting ads for platforms like Meta, TikTok, and other paid channels. We use AI tools heavily to speed up and improve our creative output.

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