Chynabazar

E-Commerce/ E-Business

Customer Service Executive

Views: 29|Published on: Jun 17, 2026|

Marketing / Advertising / Customer Service

+1 more

Mid Level

Full Time

Vacancy: 3

Balkumari, Lalitpur|

Experience: More than 1 year|

Not Disclosed

Job Description

Roles and responsibilities of this job

To serve as the first point of contact for customers, ensuring their queries, complaints, and concerns are resolved efficiently and empathetically. The role focuses on creating a smooth post-purchase experience that builds trust, encourages repeat purchases, and reduces return or cancellation rates.

Key Responsibilities:

1. Customer Support Handling

Respond promptly to customer inquiries via phone, email, chat, and social media (Facebook, Instagram, TikTok, etc.).
Resolve issues related to order status, payment, returns, refunds, exchanges, and product information.

2. Order Management Assistance

Coordinate with fulfillment and logistics teams to track deliveries and provide customers with real-time updates.
Assist customers with delayed orders, packaging issues, or incomplete deliveries.

3. Problem Solving & Retention

Handle customer complaints professionally with a goal of resolving first-contact issues.
Offer suitable compensation (voucher/refund/exchange) where required and as per policy.
Flag patterns in customer complaints and help improve processes and product info quality.

4. Documentation & Ticketing

Record all interactions in CRM or customer service software (e.g., Freshdesk, Zoho, HubSpot).
Escalate unresolved cases to senior executives or relevant departments.

5. Continuous Improvement

Provide feedback to category, sourcing, and warehouse teams based on customer sentiment.
Support testing of new customer policies, features, or communication templates.

Additional Notes: This role is dynamic and evolving. The responsibilities listed above are representative but not exhaustive. The Customer Service Representative may be assigned additional tasks or strategic initiatives as needed to support the company's objectives.

Job Specification

Required qualifications for this job

Required Education Level:Under Graduate (Bachelor)

Required Experience:More than 1 year

Other Specification

Bachelor’s degree in Business, Communications, or related field.
1–3 years of experience in customer service, preferably in e-commerce, retail, or tech.

Skills & Competencies:

Strong communication in both Nepali and English (written and verbal).
Empathetic, patient, and able to manage high-pressure situations calmly.
Familiarity with CRM or helpdesk tools.
Basic computer skills and fast typing ability.
Team-oriented with a problem-solving mindset.

KPIs / Success Metrics:

First Response Time (FRT)
First Contact Resolution Rate (FCR)
Customer Satisfaction Score (CSAT)
Average Handling Time (AHT)
Issue Resolution Time
Repeat customer feedback sentiment

Skills Required

Required skills for this job

Customer Service

Customer Care

Customer Handling

Customer Support

CRM Software

Salary

Offered financial and non-financial compensation for this job

Offered Salary:Not Disclosed

Applying Procedure

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Apply Before: Jul 02, 2026

About the organization

Chynabazar

E-Commerce/ E-Business

Balkumari, Lalitpur

Chynabazar is a hybrid e-commerce company commencing operations across Nepal with an aim of providing unique high quality assortment of products across different categories at the most reasonable price ever. With a mix of online platform and offline retail outlet, the team at Chynabazar carefully selects all products to be sold across our platforms, ensuring quality and value.

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