Contact Center Associate-Naxal, Kathmandu

Vatsalya Naxal

Job Description:

• Handle customer queries, inquiries, and complaints in a professional and timely manner through calls, emails, or other communication channels. 
•  Provide accurate information about services, processes, and solutions to customer issues. 
•  Coordinate with internal teams to ensure proper resolution of service-related issues. 
•  Track, document, and update all customer interactions and case details in the system. 
•  Ensure timely follow-ups on pending issues until full resolution is achieved. 
•  Maintain high levels of customer satisfaction through effective communication and problem-solving. 
•  Escalate complex issues to the appropriate departments when necessary. 
•  Work towards achieving individual and team performance targets and KPIs. 
•  Maintain a positive, empathetic, and professional attitude toward customers at all times. 
•  Contribute to improving customer support processes and service quality.

Specification:

• Bachelor’s degree or equivalent (preferred but not mandatory) 
•  1–2 years of experience in customer service, call center, or related field 
•  Strong communication skills (verbal and written) 
•  Good listening and problem-solving abilities 
•  Basic computer knowledge and data entry skills 
•  Ability to handle pressure and difficult situations 
•  Time management and organizational skills 
•  Customer-focused mindset 
•  Polite, patient, and professional behavior 
•  Positive attitude and willingness to learn 
•  Team player with good coordination skills 
•  Responsible and detail-oriented