Customer Service Lead (CX Lead-KTM)
- Industry Other
- Category Social Media/Customer Support
- Location Kathmandu, Nepal
- Expiry date Jun 01, 2025 (Expired)
Job Description
About the Role:
Global IT Career is seeking a Customer Service Lead (CX Lead) for one of our esteemed US-based clients. This role is based in Kathmandu, Nepal, and is an excellent opportunity for a customer-centric, sales-driven professional with strong leadership abilities. You will be responsible for leading the customer experience strategy, driving client satisfaction, and ensuring consistent and effective customer support operations.
Key Responsibilities:
- Lead and manage a team of customer support professionals to deliver high-quality service experiences.
- Foster strong client relationships by ensuring customer needs are met promptly and effectively.
- Act as the key point of contact for escalations and complex customer issues.
- Monitor KPIs and implement strategies to improve customer satisfaction and retention.
- Collaborate with sales and marketing teams to identify growth opportunities and cross-sell/upsell services.
- Drive initiatives to improve customer onboarding, engagement, and lifecycle success.
- Train, mentor, and coach team members to continuously enhance performance and customer handling skills.
- Analyze customer feedback and generate actionable insights to improve service delivery.
Requirements:
- Fluent in English, with excellent verbal and written communication skills.
- Minimum of 5 years of experience in customer support, client relationship management, and sales.
- Proven experience in leading customer service teams with a focus on service excellence.
- Strong sales orientation with a proactive approach to identifying customer needs and delivering solutions.
- Demonstrated ability to resolve issues quickly while maintaining a high level of customer satisfaction.
- Tech-savvy and comfortable working with CRM tools, ticketing systems, and communication platforms.
- A positive, collaborative attitude with the ability to work in a dynamic, fast-paced environment.
Preferred Qualifications:
- Experience working with US-based clients or in international customer support environments.
- Bachelor’s degree in Business, Marketing, Communications, or a related field.
Note: This role requires working hours that overlap with both Nepal and US time zones to ensure seamless communication with the global team and clients.