Janaki Technology
Software Companies

Sparrow SMS, a leading telecom value-added service provider in Nepal, was initiated by Janaki Technology in 2010, with a tagline ‘Power of Text’ and the simple goal of providing SMS services to the general public as well as business enterprises to communicate and promote their products and business. Since then, Sparrow SMS has grown into the market leader in mobile messaging and now powers mobile campaigns for some of the most well-known brands in Nepal.

We at Sparrow SMS aim to become synonymous with Bulk SMS in Nepal. We have built a scalable Bulk SMS service engine that provides a highly customizable platform for SMS based applications. It can now be widely used anywhere for providing crucial services, alerts and information over SMS.

Our team comprises of some of the highly skilled developers of the country with great expertise in solving mobile messaging challenges of the clients. With 9 years of experience, Sparrow SMS will continue to provide robust and user-friendly Bulk SMS messaging solution to help marketers efficiently enhance their business. We visualize to provide world-class SMS SAAS product at a global level.

Senior Customer Service Officer

Views: 93 | Apply Before: 4 weeks, 1 day from now

Basic Job Information

Job Category	:	Marketing / Advertising / Customer Service > Client servicing, Customer relationship
Job Level	:	Senior Level
No. of Vacancy/s	:	[ 2 ]
Employment Type	:	Full Time
Job Location	:	Sanepa
Offered Salary	:	Not Disclosed
Apply Before(Deadline)	:	Sep. 09, 2025 23:55 (4 weeks, 1 day from now)

Job Specification

Education Level	:	Under Graduate (Bachelor)
Experience Required	:	More than 4 years
Professional Skill Required	:	Client Relation Interpersonal Skills Communication Problem-Solving Skills Customer Service

Other Specification

Bachelor’s degree in Management, IT, or related field.
4+ years of experience in customer support, preferably in IT, telecom, or SaaS industries.
Excellent written and verbal communication skills in English and Nepali.
Strong problem-solving and conflict resolution skills.
Familiarity with CRM, ticketing systems, and support process automation.
Ability to manage multiple priorities under pressure.
Leadership experience is a plus.

Job Description

We are seeking a Senior Customer Support Officer who will lead support operations, ensure client satisfaction, and maintain smooth coordination between customers and internal teams. The Senior Customer Support Officer will handle escalated customer queries, mentor the support team, and ensure service excellence. This role demands strong communication skills, problem-solving abilities, and a customer-first mindset.

Key Responsibilities:

Supervise day-to-day operations of the customer support department.
Handle and resolve complex or escalated client issues.
Ensure timely and accurate responses to customer inquiries via calls, emails, and support tickets.
Maintain high customer satisfaction levels through proactive communication.
Monitor and track support metrics (SLAs, ticket closure rate, customer feedback).
Train and mentor junior support officers for skill and process improvement.
Coordinate with technical, sales, and billing teams to resolve cross-departmental issues.
Document recurring issues and suggest process improvements.