New Baneshwor, Kathmandu, Kathmandu District
Customer Service
Aug 07, 2026
(Expired)
Salary
Nrs. Monthly
This job has been expired
on 2026-08-07
Job Overview
Openings
2
Industry
ISP
Category
Customer Service
Job Level
Mid Level
Job Type
Full Time
Salary
Nrs. Monthly
Education
Bachelors
Experience
4 + years
Job Shift
Day
Working Hours
Flexible
Gender
Both
Vehicle License
Required
Vehicle
Required Two-wheeler
Required Skills
Dedicated Team Player
Good team management
Cold Calling
CRM (Customer Relationship Management)
Leadership Skills
Retention
Decision making
Client Relationships
Job Description
We are seeking a result-oriented and experienced Call Center Officer to lead customer experience and retention initiatives while ensuring high service standards and operational efficiency. The role is responsible for managing the customer service team, improving customer satisfaction, reducing churn, identifying upselling opportunities, and achieving departmental KPIs.
Key Responsibilities
Lead and supervise the customer experience and call center team to ensure excellent service delivery.
Develop and implement customer retention strategies to improve customer loyalty and satisfaction.
Monitor and analyze customer churn rates and execute plans to reduce customer attrition.
Identify upselling and cross-selling opportunities to increase revenue from existing customers.
Conduct competitor analysis and recommend strategies to enhance customer retention and business growth.
Ensure all customer service KPIs, SLAs, and performance targets are consistently achieved.
Monitor team performance, provide coaching, and support employee development.
Handle escalated customer concerns and ensure timely resolution.
Prepare regular reports on customer experience, retention, churn, and team performance.
Collaborate with relevant departments to improve service quality and customer satisfaction.
Job Specification
Bachelor's degree in management, Business Administration, Information Technology, or a related field.
Minimum 4 years of experience in Customer Service, Call Center Operations, or Customer Experience Management within the ISP, NSP, IPTV, or Telecommunications industry.
Proven experience leading and managing teams of 50 or more employees.
Strong knowledge of customer service systems, CRM platforms, and operational software.
Excellent leadership, communication, problem-solving, and decision-making skills.
Results-driven with strong analytical and customer relationship management abilities.
Ability to work under pressure and achieve performance targets.
We are seeking a result-oriented and experienced Call Center Officer to lead customer experience and retention initiatives while ensuring high service standards and operational efficiency. The role is responsible for managing the customer service team, improving customer satisfaction, reducing churn, identifying upselling opportunities, and achieving departmental KPIs.
Key Responsibilities
Lead and supervise the customer experience and call center team to ensure excellent service delivery.
Develop and implement customer retention strategies to improve customer loyalty and satisfaction.
Monitor and analyze customer churn rates and execute plans to reduce customer attrition.
Identify upselling and cross-selling opportunities to increase revenue from existing customers.
Conduct competitor analysis and recommend strategies to enhance customer retention and business growth.
Ensure all customer service KPIs, SLAs, and performance targets are consistently achieved.
Monitor team performance, provide coaching, and support employee development.
Handle escalated customer concerns and ensure timely resolution.
Prepare regular reports on customer experience, retention, churn, and team performance.
Collaborate with relevant departments to improve service quality and customer satisfaction.
Bachelor's degree in management, Business Administration, Information Technology, or a related field.
Minimum 4 years of experience in Customer Service, Call Center Operations, or Customer Experience Management within the ISP, NSP, IPTV, or Telecommunications industry.
Proven experience leading and managing teams of 50 or more employees.
Strong knowledge of customer service systems, CRM platforms, and operational software.
Excellent leadership, communication, problem-solving, and decision-making skills.
Results-driven with strong analytical and customer relationship management abilities.
Ability to work under pressure and achieve performance targets.
This job has been expired
on 2026-08-07
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