Roles and Responsibilities

• Lead and manage a team of customer service representatives and ensure they meet company standards and objectives
• Respond to customer inquiries via various platforms (email, call, chat)
• Coordinate with BFI's for payment of remittance transactions
• Onboard customers to eSewa wallet and guide agents on how to make payments
• Prepare reports as required by the supervisor and management
• Onboard new remittance agents and coordinate with them for onboarding documentation
• Assign tasks to employees and assess their performance
• Set targets and goals for the week, month, and year
• Provide constructive feedback to improve sales and conversions
• Handle recruitment, training, and staff management to ensure optimum performance
• Ensure all employees adhere to company policies and regulations
• Take over calls during heavy-duty days and handle them as needed.

Requirements

• Bachelor’s Degree in any discipline (Preferably Management)
• Minimum 2 years of Prior work experience in customer Service Department (Preferably from Remittance Industry).
• Clear Communication skills
• Knowledge of CRM
• Good and presentable writing skills
• Persuasion Skills