Customer Service Representative

Job Description

Cake Koseli is looking for a friendly, responsible, and customer-focused Customer Service Representative to join our team. The role involves handling customer inquiries, resolving issues, and ensuring a high level of customer satisfaction through effective communication and service delivery.

Key Responsibilities:

• Respond to customer inquiries via phone, email, chat, or in person
• Provide accurate information about products, services, and company policies
• Handle and resolve customer complaints in a professional manner
• Process orders, applications, forms, and customer requests
• Maintain and update customer records and account information
• Follow up with customers to ensure proper issue resolution
• Escalate complex issues to the relevant department when necessary
• Meet individual and team performance targets (KPIs)
• Ensure a high standard of customer satisfaction and service quality

Job Specification

• +2 completed or currently pursuing a Bachelor’s degree
• Good communication skills in English and Nepali
• Basic computer skills (typing, email, internet browsing)
• Polite, friendly, and customer-oriented attitude
• Ability to work calmly under pressure during busy hours
• Flexibility in working shifts
• Prior customer service experience is an advantage (not mandatory)

Working Hours & Shift:

Shift Options:

• 8:00 AM – 6:00 PM
• 11:00 AM – 8:00 PM
• Weekly Off: 1 day (except Saturday)

Salary & Benefits:

• Salary during provisional period (first 3 months): NPR 16,875
• Salary after 3 months: NPR 20,767 (including PF benefits)
• First salary increment based on performance evaluation after 3 months
• Provident Fund (PF) applicable after completion of provisional period
• Paid leave after provisional period
• Lunch provided for 8:00 AM – 5:00 PM shift employees
• Transportation allowance for 11:00 AM – 8:00 PM shift employees
• Incentives and bonuses based on target achievement
• Overtime pay for extra working hours and off days