Telesales / Customer Service Representative

Job Description

We are seeking a motivated, customer-oriented, and communicative individual to join our team as a Telesales / Customer Service Representative. The selected candidate will be responsible for handling customer inquiries, promoting company offers, following up with leads, maintaining customer relationships, and supporting customer retention and sales activities. The role also involves resolving basic customer issues, maintaining accurate records, and ensuring a positive customer experience through phone calls, live chat, WhatsApp, and other communication channels.

Key Responsibilities

• Contact customers through phone calls, WhatsApp, live chat, and other assigned communication channels.
• Follow up with new leads and existing customers to promote company products, campaigns, bonuses, and special offers.
• Encourage customer engagement, deposits, repeat transactions, and long-term loyalty.
• Handle customer inquiries related to accounts, payments, promotions, and basic system issues.
• Conduct customer retention, reactivation, and follow-up activities to maintain customer relationships.
• Identify inactive customers and implement appropriate reactivation efforts.
• Check customer account information and transaction status through the Back Office system.
• Provide clear, polite, and accurate information while following company SOPs, scripts, and escalation procedures.
• Record and update customer interactions, inquiries, and cases accurately in the CRM system.
• Monitor pending cases and coordinate with the Payment and other relevant teams to ensure timely resolution.
• Escalate payment, account, or technical issues to the appropriate department when necessary.
• Track customer feedback and provide updates until issues are resolved.
• Support customers during payment delays, system issues, or maintenance periods.
• Achieve assigned daily, weekly, and monthly sales, service quality, response time, and productivity targets.
• Prepare and submit activity and performance reports as required.

Job Specification

• Good communication skills in both Nepali and English.
• Basic computer knowledge, typing skills, and familiarity with CRM systems.
• Strong customer service, interpersonal, and problem-solving skills.
• Confidence in handling phone calls, live chats, and customer follow-ups.
• Patient and professional approach when dealing with difficult or repetitive inquiries.
• Ability to build customer relationships and achieve sales and retention targets.
• Responsible, punctual, adaptable, and willing to learn.
• Ability to follow company procedures and maintain accurate customer records.
• Willingness to work in shifts, including weekends and public holidays as scheduled.

Note: Candidates with experience in telesales, customer service, telemarketing, or CRM operations will be an advantage.

Required Skills

• Negotiation
• Customer Care
• Client Handling
• Sales Planning

About the Company

At 123 Solutions, our story began long before we officially opened our doors in 2024. As a small but passionate team, we worked together to tackle challenges and deliver results for clients across diverse industries. Those early days shaped our values—collaboration, creativity, and a relentless pursuit of excellence.

Today, we’ve grown into a dynamic agency with the same drive and focus, ready to take on bigger projects and deliver even greater results. Whether it’s crafting innovative strategies, creating eye-catching content, or analyzing data to optimize campaigns, we bring expertise and dedication to everything we do.

For us, success isn’t just about numbers—it’s about building lasting relationships and making a meaningful impact for our clients. If you’re looking for a partner who values teamwork and thrives on achieving goals, you’ve found the right place.