Customer Service Representative

Launched in 2012, Daraz is South Asia's online shopping and selling destination of choice present in Pakistan, Bangladesh, Sri Lanka, Myanmar and Nepal. Supported by a wide range of tailored marketing, data, and service solutions, the pioneering ecommerce ecosystem in South Asia has 30,000 sellers and 500 brands, serving 5 million consumers. With 2 million products available, Daraz offers a diverse assortment of products in categories ranging from consumer electronics to household goods, beauty, fashion, sports equipment, and groceries. Focused on providing an excellent customer experience, it offers multiple payment methods including cash-on-delivery, comprehensive customer care and hassle-free returns.

Daraz is owned by Alibaba Group Holding Limited.

Customer Service Representative

Views: 3121 | This job expired 4 months, 1 week ago

Basic Job Information

Job Category : Marketing / Advertising / Customer Service
Job Level : Entry Level
No. of Vacancy/s : [ 50 ]
Employment Type : Contract
Job Location : Kathmandu
Offered Salary : Negotiable
Apply Before(Deadline) : Oct. 06, 2019 23:55 (4 months, 1 week ago)

Job Specification

Education Level : Bachelor
Experience Required : Not Required
Other Specification
  • Bachelor Degree in any relevant field
  • Work exposure/ past experience in related field will be an extra advantage
  • Call Center experience is strongly preferred
  • Good in Nepali and English verbal/written communication
  • Ability to work in fast-paced and pressured environment while remaining proactive, resourceful and efficient
  • Excellent ​people handling skills - calm, soft-spoken and persuasive 
  • Strong organization skills with a problem-solving attitude
  • Well-versed in Microsoft office tools
  • Excellent written and verbal communication skills
  • Having personal bike/scooter and valid driving license will be preferred
  • Should be flexible to work in any of the three shifts


    • 7 am to 4 pm 
    • 9 am to 6 pm
    • 12 pm to 9 pm

    Job Description

    Working Period: 2 Months 

    • Learn Daraz systems and processes as and when guided
    • Assist Digital customers with any questions or issues that arise with their accounts via phone, email, and webinars
    • Call customers to verify orders or to learn about their overall customer experience
    • Respond to customer support inquiries as quickly and accurately as possible  
    • Answer to customer queries and complaints as per Daraz Standard Operating Procedure (SOP). Queries and complaints may relate to order, product or the process
    • Coordinate with the customer on complaints, escalate the issue to internal department and ensure timely follow- up
    • Maintain the call quality, interaction quality and productivity as per the set KPI targets & ensure company compliance
    • Suggest improvement areas as per customer feedback and self-analysis

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