Qualification and experience

• Bachelor’s Degree in related field, preferably in Management.
• Preference for relevant experience in managing loyalty program and customer experience projects.

Duty Station
Kathmandu but can be placed anywhere in Nepal as per business needs and future requirements.

Main Duties and Responsibilities:

• Oversee daily operations of Ncell Centers, ensuring smooth customer interactions, query resolution, and first Visit Resolution.
• Design and execute plans prioritizing a customer centric culture, ensuring all actions align focusing CSAT uplift.
• Manage vendor staff, monitor occupancy, and provide necessary guidance for optimal performance.
• Drive center profitability by aligning with Daily/ Monthly Key Performance Indicators (KPIs) and Sales targets.
• Implement world class customer service standards and strategize service and sales enhancements in coordination with management.
• Actively participate in marketing initiatives to boost sales and effectively execute promotional schemes/ local festive offers
• Ensure efficient operation of the Q-management system and reduce customer wait times.
• Maintain proper documentation, including customer subscription forms and records, for archiving and compliance.
• Handle customer complaints and complex subscriber queries, ensuring proper follow-ups and feedback collection.
• Manage workflow, staff schedules, and maintain high service levels through team motivation and training.
• Foster a friendly customer service environment by ensuring a positive in-store experience.
• Operate and oversee franchise store operations while executing directives from management as needed.

Source : merojob

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