Customer Service Specialist

Job Description

Company Description

Abasar Nepal Private Limited, established in 2017, is a trusted leader in human resource solutions, offering comprehensive HR management services to employers and job seekers nationwide. The company is dedicated to connecting clients with the most suitable talent, spanning various industries and professions, from entry-level roles to top management. Beyond recruitment, Abasar Nepal provides business process outsourcing (BPO) services, including payroll and benefits administration, ensuring seamless business operations. Our focus is on delivering exceptional and tailored services to meet the unique needs of our clients and candidates.

Role Description

This is a full-time, on-site position based in Kathmandu for a Customer Service Specialist. In this role, the specialist will handle customer inquiries, provide support via phone and other communication channels, and ensure customers are satisfied with the services offered. Key responsibilities include delivering high-quality customer service, resolving issues promptly, and maintaining a positive customer experience. The ideal candidate will contribute to the overall customer satisfaction by being responsive, empathetic, and efficient in their daily interactions.

Job Descriptions

• Handle customer queries, inquiries, and complaints in a professional and timely manner through calls, emails, or other communication channels. 
•  Provide accurate information about services, processes, and solutions to customer issues. 
•  Coordinate with internal teams to ensure proper resolution of service-related issues. 
•  Track, document, and update all customer interactions and case details in the system. 
•  Ensure timely follow-ups on pending issues until full resolution is achieved. 
•  Maintain high levels of customer satisfaction through effective communication and problem-solving. 
•  Escalate complex issues to the appropriate departments when necessary. 
•  Work towards achieving individual and team performance targets and KPIs. 
•  Maintain a positive, empathetic, and professional attitude toward customers at all times. 
•  Contribute to improving customer support processes and service quality.

Job Specifications

• Bachelor’s degree or equivalent (preferred but not mandatory) 
•  1–2 years of experience in customer service, call center, or related field 
•  Strong communication skills (verbal and written) 
•  Good listening and problem-solving abilities 
•  Basic computer knowledge and data entry skills 
•  Ability to handle pressure and difficult situations 
•  Time management and organizational skills 
•  Customer-focused mindset 
•  Polite, patient, and professional behavior 
•  Positive attitude and willingness to learn 
•  Team player with good coordination skills 
•  Responsible and detail-oriented