Customer Support Representative is responsible for delivering high-quality customer service through efficient call handling, accurate issue resolution, and maintaining strong customer relationships while ensuring adherence to service standards, quality benchmarks, and operational guidelines.

Qualification and Experience

• +2 Completed / Bachelor’s Degree Running
• Minimum 6 months of relevant experience in customer support or call center operations

Job Description

• Handle inbound customer calls efficiently while meeting defined call volume and response benchmarks.
• Ensure timely call answering with a high level of professionalism and courtesy.
• Maintain optimal Average Handling Time (AHT) without compromising service quality.
• Accurately log, track, and update customer issues in the ticketing system.
• Provide appropriate solutions and alternatives within the defined turnaround time.
• Ensure effective follow-up and closure of customer issues.
• Maintain call quality standards with a minimum quality score as defined by the organization.
• Demonstrate proper telephone etiquette and professional behavior during customer interactions.
• Actively incorporate feedback received from quality evaluations to improve performance.
• Strive to resolve customer queries on the first call, ensuring high FCR rates.
• Continuously update product knowledge and stay informed about latest updates and services.
• Participate in training sessions and apply learning to improve service delivery.
• Maintain punctuality, login adherence, and consistent work discipline.
• Ensure adherence to daily, weekly, and monthly performance and behavioral standards.
• Collaborate with team members and quality assurance teams to drive continuous improvement.

Required Skills

Key Skills

• Call handling and customer interaction
• Ticket tracking and issue management
• Strong product knowledge
• First Call Resolution (FCR) capability
• Call quality monitoring and improvement
• Active participation in training and development

Personal Attitude

• Punctual and disciplined
• Clear and confident communication
• Strong problem-solving ability
• Responsible and accountable
• Team-oriented mindset
• Adaptable and willing to learn

Benefits of Working at eSewa

• Stellar opportunity to work with the rising company
• The amazing and passionate young team, beautiful office space
• Trust of biggest FinTech company. 
• One-of-a-kind company culture and growth opportunities to accelerate your career progression.

How to apply?

We are always keen to meet energetic and talented professionals who would like to join our team. Click on the button below and submit your application to apply for the post.

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