• Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Coordinate with all internal departments to run day to day operations smoothly & resolve the issues aptly
• Ensure that the processes of Live chat is streamlined and the capacity of the floor is intact
• Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators of the team
• Drive the team's performance by sharing the feedback with the bottom performers on a daily basis
• Creating, analysing and distributing process reports eg case creation process, escalation process & so on
• Bring inconsistencies and problems to the attention of management
• Prepare daily/ weekly and monthly reports
• Fulfil all other duties based on business requirements

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 
• 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