Customer Service Officer

Job Description

Plutus International is a leading mortgage outsourcing company dedicated to delivering efficient, accurate, and cost-effective support to mortgage professionals and institutions. Our goal is to streamline operations so our clients can focus on what matters most—serving homeowners.

Job Summary

The Customer Service Officer will be responsible for handling customer communications, making cold calls and follow-up calls, coordinating with banks, and providing timely assistance to customers. The role requires strong communication and interpersonal skills, a customer-focused attitude, and the ability to maintain accurate records of calls and customer interactions.

Key Responsibilities

• Cold Calling: Make outbound calls to potential customers, introduce company services, generate leads, and identify potential business opportunities.
• Follow-Up Calls: Contact existing customers and prospective clients to follow up on enquiries, provide updates, collect required information, and maintain regular communication.
• Bank Coordination: Make calls to banks to enquire about application status, verify relevant information, follow up on pending documentation, and coordinate with bank representatives as required.
• Customer Support: Respond to customer enquiries, provide accurate information, address concerns, and ensure a positive customer experience.
• Lead Management: Maintain an updated database of customer details, call records, enquiries, follow-up schedules, and outcomes.
• Documentation: Assist in collecting, checking, and organising customer documents and other required paperwork.
• Issue Resolution: Identify customer issues and coordinate with the relevant departments or concerned personnel for timely resolution.
• Reporting: Prepare daily call reports, follow-up updates, and other reports as required by the supervisor.
• Relationship Management: Build and maintain professional relationships with customers, prospective clients, and bank representatives.
• Target Achievement: Meet assigned calling targets, follow-up schedules, and customer service performance standards.

Job Specification

• Minimum qualification of a Bachelor’s Degree in any relevant discipline.
• Minimum of 2 years of previous experience in customer service, telecalling, sales, or bank coordination will be an added advantage.
• Good communication skills in Nepali and English.
• Strong telephone etiquette and interpersonal skills.
• Basic computer knowledge, including MS Word, MS Excel, email, and data entry.
• Ability to handle multiple tasks and maintain accurate records.
• Good organisational, coordination, and problem-solving skills.
• A positive attitude, willingness to learn, and a customer-oriented mindset.

Note: Internship applicants are also welcome to apply.

Required Skills

• Communication
• Problem Solving
• Reporting
• Customer Service
• Coordination
• Cold Calling
• MS Excel

About the Company

Plutus International is a leading mortgage outsourcing company dedicated to delivering efficient, accurate, and cost-effective support to mortgage professionals and institutions. Our goal is to streamline operations so our clients can focus on what matters most—serving homeowners.