Customer Support Executive

We are seeking a Customer Support Executive to manage and resolve customer inquiries efficiently across various channels including phone, chat, WhatsApp, and email. The role requires strong communication skills, attention to detail, and a service-oriented mindset to support daily operations in the logistics and delivery sector.

Key Responsibilities:

1. Respond to customer inquiries related to delivery status, order tracking, failed attempts, COD issues, and general support.
2. Handle calls, messages (WhatsApp, Viber), and chat support with professional and polite communication.
3. Coordinate with the delivery team and vendors to resolve customer issues in a timely manner.
4. Update delivery statuses and notes in the system (ERP or CRM).
5. Escalate unresolved complaints to the supervisor and follow up until resolution.
6. Maintain records of customer interactions, feedback, and actions taken.
7. Help maintain SLA targets (response time and resolution time).
8. Handle complaints calmly and professionally, ensuring customer satisfaction.
9. Communicate pickup or delivery delays clearly and proactively.
10. Prepare basic daily reports if required.

Requirements:

1. Good typing speed and communication over WhatsApp & chat.
2. Basic computer knowledge (MS Excel, CRM, ERP use).
3. Ability to multitask and remain calm under pressure.
4. Strong problem-solving and listening skills.
5. Team player with a positive attitude.

Preferred Skills:

1. Familiarity with delivery tracking systems.
2. Experience using ERP/CRM tools.
3. Local knowledge of Nepal’s delivery zones (inside/outside Kathmandu valley).