Customer Support Specialist

Customer Support Specialist

As a Customer Support Specialist, you will be the frontline representative of our company,
providing exceptional service and support to our valued customers. Your primary responsibility
will be to assist customers in resolving inquiries, issues, and providing information about our
products or services. This role requires a strong dedication to customer satisfaction, excellent
communication skills, and the ability to handle diverse customer needs efficiently.
Responsibilities:
● Interact with customers via phone, email, chat, or in-person to address inquiries, resolve
issues, and provide information about products or services.
● Investigate and troubleshoot customer problems, finding prompt and effective solutions
while maintaining a high level of professionalism and empathy.
● Acquire and maintain in-depth knowledge of company products or services to accurately
assist customers and offer appropriate solutions.
● Assist customers with order placement, modifications, cancellations, and tracking shipment
statuses.
● Gather and document customer feedback, suggestions, and complaints, escalating complex
issues to appropriate departments for resolution.
● Maintain accurate records of customer interactions and transactions using CRM systems or
relevant databases.
● Ensure customer satisfaction and retention by providing exceptional service, following up
on resolved issues, and building strong relationships with customers.
● Collaborate cross-functionally with departments including sales, supply chain’s first-mile
and mid-mile segments, as well as our dedicated pool of riders, to collectively address
customer needs and elevate the overall customer experience.
Qualifications:
● Completed secondary education or currently enrolled in undergraduate in any field.
● Proven customer service experience or related work experience in a similar role .
● Excellent communication skills (verbal and written) with a strong focus on customer
satisfaction.
● Proficiency in using customer service software, CRM systems, and basic computer
applications.
● Ability to remain calm and composed in challenging situations while maintaining
professionalism.
● Strong problem-solving skills and ability to think quickly to provide effective solutions.
● Empathetic and patient demeanor, with a genuine desire to help customers.
Preferred Skills:
● Experience in a fast-paced customer service environment.
● Knowledge of industry-specific products or services will be an added advantage.
● Familiarity with the geographical locations within and outside the valley of Nepal is
● valuable and expected, considering the diverse customer demographics.
● Familiarity with handling customer inquiries via various communication channels (phone,
email, chat).
● Candidates with ownership of a laptop is preferred.