About the job

• Position: Customer Service Representative
• Working Location: Kathmandu
• Company Nature: Automobile Industry

Job Overview

As a Customer Service Representative (CSR) at our company, you will be responsible for delivering excellent customer support by handling inquiries, resolving complaints, and ensuring a seamless service experience. Your role involves professional communication, accurate record-keeping, and proactive problem-solving to maintain high customer satisfaction levels and contribute to the company's positive reputation.

Key Responsibilities

Customer Interaction

• Greet customers warmly and professionally, whether in-person, over the phone, or via digital channels.
• Act as the first point of contact for customer inquiries, providing clear and accurate information.
• Understand customer concerns, offer appropriate solutions, and ensure a friendly and helpful service experience.
• Assist customers in navigating services, products, and company policies.
• Maintain up-to-date customer records and update profiles in the company’s CRM system.
• Schedule and confirm appointments, ensuring timely service delivery.
• Guide customers through troubleshooting steps before escalating issues to technical support.
• Address customer concerns, process complaints professionally, and escalate issues as required.
• Follow up with customers to ensure that their issues have been resolved satisfactorily.
• Provide alternative solutions or compensation when necessary to maintain customer satisfaction.
• Promote company products and services to enhance customer experience.
• Inform customers of promotions, discounts, and add-on services.
• Assist in processing sales transactions, refunds, and service upgrades.
• Gather customer feedback and analyze trends to improve service quality.
• Participate in regular training and development programs to stay updated on company offerings and best practices.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Prepare daily reports on service requests, feedback, and escalations.
• Ensure compliance with company policies and data protection guidelines.

Qualifications & Skills

• Bachelor's degree or equivalent experience in customer service or a related field.
• Minimum 1 year of experience in a customer-facing role.
• Strong verbal and written communication skills.
• Ability to handle stressful situations professionally.
• Problem-solving mindset with a proactive approach to customer concerns.