Announcement Number

Kathmandu-2026-048

Hiring Agency

Embassy Kathmandu

Position Title

Contact Center Representative – All Interested Applicants

Open Period

08/17/2026 – 08/31/2026

Format MM/DD/YYYY

Vacancy Time Zone

GMT+5.75

Series/Grade

LE – 1832 6

Salary

NPR ₨1,092,237 /Per Year

Work Schedule

Full-time – 40 hours per week

Promotion Potential

LE-6

Duty Location(s)

1 Vacancy in Kathmandu, NP

Telework Eligible

No

For More Info

HR Section

977-1-4234000

[email protected]

Duties

The Contact Center Representative (CCR) is responsible for front-line response to both internal and external customer queries, both in person and through remote channels such as telephone, email, chat, and self-service request forms. Provide first level support to the customer, perform ticket triage, troubleshoot Tier 0/1 technical and account issues, and handle resulting incidents and service requests using the incident management and request fulfillment processes in line with established targets and objectives. In addition to IT-related calls, the Contact Center Representative will ensure that all incoming telephone calls which are not fully routed by the embassy telephone auto attendant are answered in priority order and responds to general inquires, routing calls to the correct service provider, call group, or extension. Responsible for issuing loanable property, including laptops, mobile phones, radios, and tablets, and provide ad-hoc training to users. Perform administrative duties which may include maintaining contact databases, supporting VIPs and visitors, activating/deactivating/modifying mobile plans and service, and preparing and submitting time and attendance reports.

Qualifications and Evaluations

Requirements

All selected candidates must be able to obtain and hold a security certificate.

All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam.

Selected candidate must be able to begin working within a reasonable period of time upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Education Requirements

Successful completion of at least two years of full-time post-secondary study at college or university.

Please address this factor in your ERA application under Education.

Evaluations

You will be evaluated against the qualifications and requirements in this vacancy announcement.

You may be asked to complete a pre-employment language or skills test.

You must complete the application form and provide the required documents. Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. To qualify based on education, you MUST submit the requested transcripts as verification of educational requirement by the closing date of this announcement. If you fail to submit a complete application, then your application may be disqualified for this position.

Qualifications

Experience: Minimum of one (1)-year working experience in customer service or office administration is required.

Please address this factor in your ERA application under Major Duties and Responsibilities.

These may be tested (Language, Skills and Abilities).

Language: Good Working Knowledge speaking/reading/writing English is required. Fluent speaking/reading/writing Nepali is required.

Please address this language requirement in your ERA application. Please specify in your application your level of proficiency in ALL languages listed above.

Job Knowledge: Understanding of basic technical concepts related to mobile devices, computer hardware, software, networking, and common operating systems.

Please address this factor in your ERA application under Major Duties and Responsibilities.

Skills And Abilities: Competency in office productivity suites such as Microsoft 365, Google Workspace, and OpenOffice is required.

Please address this factor in your ERA application under Major Duties and Responsibilities.

Benefits and Other Info

Benefits

Agency Benefits: The U.S. Mission offers a competitive compensation and benefits package for local employees. Benefits will be explained in detail to the selected candidate during job offer.

For Eligible Family Member (EFM) applicants, benefits should be discussed with the HR Office. The pay plan is assigned by the HR Office and confirmed by Washington, D.C.

Other Information

HIRING PREFERENCE SELECTION PROCESS

A hiring preference is extended to eligible and qualified applicants in the order listed below. It is essential you accurately describe your status in your application, failure to do so may result in a determination that you are not eligible for a hiring preference.

HIRING PREFERENCE ORDER

1. Appointment Eligible Family Member (AEFM) / U.S. citizen Eligible Family Member (USEFM) who is a preference-eligible U.S. Veteran*

2. AEFM / USEFM

3. Foreign Service (FS) on Leave without Pay (LWOP) and Civil Service (CS) with reemployment rights **

• IMPORTANT:  US citizen Eligible Family Member (USEFM) applicants who claim status as a preference-eligible U.S. Veteran must submit a copy of their most recent DD-214 (“Certificate of Release or Discharge from Active Duty”) preferably Member Copy 4, Letter from Veterans’ Affairs which indicates the present existence of a service-connected disability, equivalent documentation, or certification.  A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service.  Acceptable documentation must be submitted in order for the preference to be given.

• * This level of preference applies to all FS employees on LWOP and CS with re-employment rights back to their agency or bureau.

For complete definitions of AEFM, USEFM, EFM, Member of Household, etc., please visit the 3 FAM 7210 Definitions.

ADDITIONAL EMPLOYMENT CONSIDERATIONS

The following apply to EFMs, USEFMs, and AEFMs only

Current employees who used a hiring preference to gain employment who are within their first 90 calendar days of employment are not eligible. This does not apply when the hiring mechanism is TEMP or the work schedule is intermittent or irregular.

Candidates with a hiring preference who have already accepted a conditional offer of employment may NOT be extended a second conditional offer of employment unless and until they withdraw their candidacy for the first position in writing.

The following apply to Locally Employed (LE) staff only

Current employees serving a probationary period are not eligible.

Current employees with an Overall Summary Rating of Needs Improvement, Unsatisfactory, or an MBC score of less than 100 points on their most recent Employee Performance Report are not eligible.

How to Apply

Applications must be completed and submitted through Electronic Recruitment Application (ERA).

To apply, please click the “APPLY TO THIS VACANCY” button, create or log-in to your ERA account and begin the application process. For an instructional video on how to apply click here.

For information on ERA and detailed instructions on how to apply, please visit the ERA information page in our internet site below:

ERA information page-Internet site

https://np.usembassy.gov/jobs/

Paper or e-mailed applications are not accepted.

Please address all relevant experience, education, language skills (both English & Nepali), and job-related skills or requirements in your application.

You may edit your application any time before the vacancy closing date. If you fail to submit a complete application by the vacancy closing date of this vacancy, then your application may be disqualified for this position.

To request a reasonable accommodation, please contact the HR Office.

Required Documents: Please upload all applicable documents to your application. If you fail to submit a complete application, then your application may be disqualified for this position.

All Applicants

Proof of Citizenship

Education Transcript

Other Documents (e.g. Trainings, Experience Certificates etc.)

List of References

In addition, Eligible Family Member (EFM) Applicants must submit

Copy of Sponsor’s Travel Orders/Assignment Notification (or equivalent)

Passport copy

DD – 214 – Member Copy 4, Letter from Veterans’ Affairs, or other supporting documentation (if applicable)

SF-50 (if applicable)

Next Steps: Applicants who are invited to take a language, skills, or who are selected for an interview will be contacted via email.

The HR Office will contact successful applicants. For more information on applying for jobs or employment with us, please visit the U.S. Mission website

https://np.usembassy.gov/jobs/

Thank you for your application and your interest in working at the U.S. Mission in Nepal, Kathmandu.