Janaki Technology

Software Companies

Senior Customer Service Officer

Views: 3432|Published on: Aug 10, 2025|

Marketing / Advertising / Customer Service

+2 more

Senior Level

Full Time

Vacancy: 2

Sanepa-02, Lalitpur, Nepal|

Experience: More than 4 years|

Not Disclosed

Job Description

Roles and responsibilities of this job

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.

Job Specification

Required qualifications for this job

Required Education Level:Under Graduate (Bachelor)

Required Experience:More than 4 years

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.

Skills Required

Required skills for this job

Communication

Customer Service

Interpersonal Skills

Problem-Solving Skills

Client Relation

Salary

Offered financial and non-financial compensation for this job

Offered Salary:Not Disclosed

Applying Procedure

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Apply Before: Sep 09, 2025

About the organization

Janaki Technology

Software Companies

sanchel marg, sanepa

Janaki Technology Pvt. Ltd. is a Nepal‑based technology company founded in 2007 by a group of co‑founders while still in college. Over the years, it has grown into one of Nepal’s recognized tech firms with a focus on innovation and digital solutions.

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