ustomer Support Executive (Phone-Based Customer Support)

Job Overview

We are looking for a friendly, responsible, and customer-focused Customer Support Executive to handle customer communication primarily through phone calls. The person will be responsible for contacting customers, understanding their concerns, providing proper information, following up with customers, and ensuring a positive customer experience.

The ideal candidate should have excellent communication skills, a polite attitude, patience, and the ability to handle customers professionally over the phone.

Key Responsibilities

• Make outbound calls to customers regarding orders, services, program updates, follow-ups, and customer concerns.
• Receive and handle incoming customer calls professionally.
• Understand customer questions, complaints, and concerns and provide appropriate solutions.
• Follow up with customers who have placed orders or are using the company’s services.
• Explain products, programs, processes, and services clearly to customers.
• Assist customers with common issues related to orders, delivery, payments, products, and services.
• Coordinate with the relevant internal team when an issue cannot be resolved directly.
• Maintain accurate records of customer calls, complaints, follow-ups, and resolutions.
• Make follow-up calls to ensure that customer issues have been properly resolved.
• Identify unhappy or dissatisfied customers and take appropriate action to retain them.
• Communicate with customers politely and professionally, even in difficult situations.
• Escalate serious complaints or unresolved issues to the Team Leader/HOD.
• Ensure customers receive timely and accurate information.
• Maintain customer confidentiality and follow company policies and SOPs.
• Meet daily/weekly customer support and follow-up targets.

Daily Role

The Customer Support Executive will primarily:

1. Call customers and understand their requirements or concerns.
2. Provide support and information related to their purchase/service.
3. Resolve customer issues whenever possible.
4. Follow up with customers who require additional assistance.
5. Coordinate with other departments such as Sales, Dietitian, Logistics, Accounts, or Operations when necessary.
6. Update customer records after every important interaction.
7. Ensure every customer receives a professional, helpful, and positive experience.

Required Skills

• Excellent Nepali communication skills.
• Good English communication skills.
• Clear and confident telephone communication.
• Polite, patient, and friendly personality.
• Good listening and problem-solving skills.
• Ability to handle complaints and difficult customers calmly.
• Basic computer knowledge.
• Ability to maintain accurate customer records.
• Ability to work with daily targets and follow company SOPs.
• Previous experience in customer support, telecalling, call center, sales support, or customer service is preferred.

Key Performance Indicators (KPIs)

• Number of customer calls handled.
• Successful follow-ups completed.
• Customer satisfaction.
• Complaint resolution rate.
• Response and follow-up time.
• Accuracy of customer records.
• Customer retention and issue resolution.
• Adherence to company SOPs and communication standards.

Working Approach

The role is not primarily a sales position. The main responsibility is to support customers, solve their problems, provide accurate information, and ensure customer satisfaction and retention.

Preferred Candidate

Someone who is confident on the phone, genuinely enjoys helping people, communicates clearly, remains calm under pressure, and takes ownership of customer problems until they are resolved.