Position: Front Office Assistant Specialist (Dang)

Purpose:

• Managing overall Ncell center operation, handling customer queries complaints and maintain first visit resolution. 

Main Duties and Responsibilities:

• Managing daily Ncell center operation, maintaining contacts with customers, handling their queries complaints and maintain first visit resolution. 
• Manage vendor staffs, provide required information, monitoring and controlling their daily occupancy. 
• Maintain Ncell center profitability. Ensuring Ncell Centers in line with Key Performance Indicators (KPI) and targets. 
• Implementation of world class customer service concept in center and plan for sales & service level enhancement in coordination of immediate manager. 
• Actively participate in marketing activities and plan accordingly to get sales target. Operating the Q-management system with accuracy. 
• Improvement in customer waiting time. Registration of the documents received and its submission to the responsible person as well as filing.
• Running all the schemes operated by the marketing department with effectiveness and ease.
• Handling the complaints received from the customers forwarding it to the immediate superior. 
• Handling the problematic subscriber’s queries, follow up and getting feedback. Maintain the workflow, schedules/shifts defined by the respective manager. 
• Collect & share customer feedback for improvement. Implementing the friendliest customer care concept by serving the customers with a smile. 
• Documentation of customer subscription form & other document processed within respective Ncell centers & process for further archiving. 
• Managing and motivating respective team members to enhance service level, increase sales and ensuring respective Ncell centers’ overall efficiency. 
• Executes other instructions of the direct management as per the necessity of the unit / company.

Qualification & Experience:

• Bachelor’s Degree in related field, preferably in Management.
• Experience in relevant field will be preferred

Profile:

• Service oriented, Know/How about cross sales and Push sales. 
• Understands impact of own performance on customers Strong communication skills with the ability to articulate findings effectively.
• Passionate about learning, creating, and working in groups Understand processes to gather needed information or support.
• Shows agility to adapt to new situations and challenges quickly Implements agreed initiatives effectively.
• Seeks to learn more about other parts of the department Works on constructive feedback to improve one's work performance Tolerance for ambiguity and openness to feedback.

Duty Station: Dang but can be placed anywhere in Nepal as per business needs.

What we offer:

International Working Environment, Performance Management Process, Internal Opportunities, Ncell Academy Trainings, Work – Life Balance, Flexible Working Practices, Competitive Compensation, Festive Bonus, Incentives, Leave Travel Allowance, Medical Insurance, Communication Facilities, etc.