• Manage social media related queries in a timely manner via Facebook, Instagram & Twitter.
• Handle customer inquiries and provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, obtain and examine all relevant information to assess the validity of complaints and to determine possible causes
• Provide appropriate solutions and alternatives within the time limits
• Refer unresolved customer grievances to designated departments for further investigation
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, are taken.
• Build sustainable relationships and trust with customers through open and interactive communication by identifying and assessing customers' needs to achieve satisfaction
• Follow communication procedures, guidelines and policies.

Requirements

• Bachelors passed with command on the English language , with good verbal & written skills in English & Nepali.
• Experience in written communication with customers (content creation preferred) for minimum of 1 year.
• Hardworking and result oriented.
• Good team player.
• Should be flexible in work timing. Willing to work on off days and public holidays.

Importantly, we look for someone who will live by our values that define everything we do:

• Customer commitment
• Teamwork
• Embrace change
• Integrity
• Ownership

Benefits

• An international working environment in a start-up setting, and the unique opportunity to learn from industry leaders, including Lazada and Alibaba teams
• Work closely with country and group level management to build e-commerce in Nepal
• Hands-on experience in leading a team and growing a business
• Five days working week (Monday to Friday)
• Benefit Package: Social security fund, fuel expenses, employee discount voucher, mobile top ups and data pack, accidental insurance, medical insurance, full annual health check-up