Job Category: Customer Services

Department/Group: Technical Support 

Report To: Technical Support Team

Location: Nepal 

Travel Required: None

Level/Salary Range: Dependent on experience 

Position Type: Full Time

Role and Responsibilities

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfil customer needs to ensure customer satisfaction.

The main responsibilities include: 

• To work closely with SeeLogic’s Support Team Leader 
  
• General and Basic troubleshooting knowledge (IT)
  
• Capable to handle a Remote session with clients 
  
• Open and maintain customer accounts by recording account information
  
• Ability to handle work under pressure
  
• Ability in Time management 
  
• Documentation/Reporting of all client’s issues on a day-to-day basis and send to Technical Support Team
  
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
  
• Contribute to team effort by accomplishing related results as needed
  
• Manage large amounts of incoming calls
  
• Build sustainable relationships of trust through open and interactive communication
  
• Provide accurate, valid and complete information by using the right methods/tools
  

Skills, Interests & Qualities

• Good, honest and clear communications skills with clients (the English Language is written/verbal)
  
• Ability to use positive language and work with a professional attitude
  
• Ability in handling clients in a polite and good manners
  
• Capability to understand client’s requirement(s), issues, needs
  
• Ability to be Patience, Calm, Attentive
  
• A good listener
  
• Finding solutions and fixing issues
  
• Good organisational and planning skills
  
• Drive, motivation & initiative
  
• Team player
  
• High attention to detail