The position shall basically be a control function job profile wherein it can enforce the various customer delight ensuring mechanisms and report the same to the CEO. The major Job responsibility of the function shall be to tactfully deal and coordinate with internal stakeholders to ensure Khalti’s core value of ‘Customer First Approach’. 

• Review a subset of support agent’s conversations (calls, emails, social media, etc.) and assess support interactions based on company as well as international standard
• Identify any issues with existing Customer handling processes and ensure that there is no gap in communication with the customers
• Identify major and frequent issues and coordinate with different departments to identify the cause of the issue and work to resolve the same
• Tactfully deal and coordinate with internal stakeholders to ensure Khalti’s core value of ‘Customer First Approach’ and ensure that defined Turn Around Time (TATs) are met regularly
• Review Standard Operating Procedures of all Customer-facing departments and recommend necessary changes for process improvement
• Develop Service Level Agreements (SLAs) for major customer issues 
• Create daily reports to reflect open issues, frequent issues, delayed SLAs, communication delays from partner banks, merchants, or technical support and communicate it to the CEO and other concerned authorities
• Take accountability to increase Net Promoter Score, Customer Retention Ratio, Social Media ratings, Appstore and Playstore ratings and minimize customer churn rate
• Set benchmarks for all kinds of metrics related to Customer Support and Customer Happiness and assure that the standards are met
• Interact with all stakeholders and respective departments for revising tools, and tracking software, sheets and processes for high-level customer experience.