CX Associate / Sr. Associate – Fulfillment

Job Description – Customer Support Associate

As a Customer Support Associate, you will be the frontline representa8ve of our company,
providing excep8onal service and support to our valued customers. Your primary responsibility will
be to assist customers in resolving inquiries, issues, and providing informa8on about our products
or services. This role requires a strong dedica8on to customer sa8sfac8on, excellent
communica8on 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 informa8on about products or services.
• Investigate and troubleshoot customer problems, finding prompt and effec8ve solu8ons
  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 solu8ons.
• Assist customers with order placement, modifica8ons, cancella8ons, and tracking shipment
  statuses.
• Gather and document customer feedback, sugges8ons, and complaints, escala8ng complex
  issues to appropriate departments for resolu8on.
• Maintain accurate records of customer interac8ons and transac8ons using CRM systems or
  relevant databases.
• Ensure customer sa8sfac8on and reten8on by providing excep8onal service, following up
  on resolved issues, and building strong rela8onships with customers.
• Collaborate cross-func8onally with departments including sales, supply chain’s first-mile
  and mid-mile segments, as well as our dedicated pool of riders, to collec8vely address
  customer needs and elevate the overall customer experience

Qualifications

• High school diploma or equivalent; some college educa8on or relevant cer8fica8ons
  preferred.
• Proven customer service experience or related work experience in a similar role .
• Excellent communica8on 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 situa8ons 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 loca8ons within and outside the valley of Nepal is
  valuable and expected, considering the diverse customer demographics.
• Familiarity with handling customer inquiries via various communica8on channels (phone,
  email, chat).
• Candidates with a valid driver’s license and ownership of a laptop and a two-wheeler is
  preferred.