Job Overview
Chaudhary Group
JOB OPPORTUNITY
Assistant Manager – CS Issue Resolution (Phone and Digital Support)
Chaudhary Group (CG Corp Global), Nepal’s largest and fast-growing multi-national conglomerate headquartered in Nepal. Its businesses include financial services, consumer goods, Education, ISP, Cement, Hospitality, Energy, Electronics, Real Estate, Biotech, Ayurveda, Shashwat Dham, and more.
CG Net announces a vacancy for the position of Assistant Manager – CS Issue Resolution (Phone and Digital Support) based in, Satungal, Kathmandu.
Job Specification:
Qualification: Bachelor’s degree in IT
Experience: 4+ years in relevant field.
Major Roles and Responsibilities:
- Handle customer complaints received from wide variety of channels and provide proper resolution with an adequate focus on maintaining Customer Experience.
- Assist team members to remove any blockers in resolving issues and coordinating with internal and external stakeholders.
- Provide feedback to management regarding opportunities to continuously improve our business by reporting on customer issue trends and red flags.
- Through the provided system, keep a record of interactions and actions taken for particular cases, recording details and comments for proper visibility.
- Proactively identify areas for improvement in CGNET processes and communicate the same to the line manager in order to reduce escalations and increase First Call Resolutions (FCR).
- Assist in and perform User Acceptance Testing (UAT) to roll out new system features released by technical teams.
- Build sustainable relationships and trust with customers through open and interactive communication by identifying and assessing customer’s needs to achieve satisfaction.
- Set cleat team goals and provide support to achieve the assigned KPIs and monitor team performance and report on metrics to management.
- Oversee the day-to-day operation and motivate team members.
Core Competencies:
- Excellent oral and written communication skills in both Nepali and English.
- Attention to detail with proactive and ability to plan on assigned tasks.
- Ability to synthesize the information based on available data.
- Excellent interpersonal, teamwork, and time management skills.
- Knowledge in advance MS-Excel and other office packages is a must.
Eligible professionals are encouraged to e-mail your updated resume to: [email protected] within 7 days from the date of publication. Only shortlisted candidates shall be called for an interview.