Administration and Customer Service Manager

Administration and Customer Service Manager

Company: Mithila Holdings (SGE)

Location: Kupondole, Lalitpur

No. of Vacancies: 1 Employment

Type: Full-Time 

Salary: [Negotiable / As per company standards]

Application Deadline: September 29, 2026

Reports To: CEO

Company Description

At Mithila Holdings, we believe in the power of transformation. As a dynamic holding company, we are committed to upgrading industries, enhancing everyday experiences, and driving meaningful progress. With a diversified portfolio spanning real estate, gold, and education, we aim to set new benchmarks in quality, transparency, and innovation. Our vision extends beyond business—we strive to create lasting economic and social impact, fostering growth that benefits individuals, communities, and the nation as a whole. By integrating global best practices with deep local expertise, we are not just building businesses; we are shaping a more prosperous and sustainable future for Nepal.

Mission

To drive sustainable growth in Nepal’s core industries with integrity and innovation.

Values

Transparency, Excellence, Trust, and Community Impact

Job Summary

We are seeking a professional Operations and Customer Service Manager to oversee overall business operations, strategic planning, HR, administration, recruitment, and client relations while ensuring smooth operations and successful mobilization of office resources.

Key Responsibilities

Administrative work

• Maintain files, records, and documents in an organized system, on paper and digitally.
• Carry Day-to-Day Responsibilities
• Manage correspondence, scheduling, meetings, and calendars.
• Track office supplies, vendors, and routine expenses.
• Support HR administration such as attendance, leave records, and staff files.
• Prepare letters, reports, and summaries as required.

Social media and online inquiries

• Monitor and respond to messages and comments on Facebook, Instagram, WhatsApp, and other channels within set response times.
• Coordinate with the marketing team (or post updates such as notices and announcements) to keep content accurate and on-brand.
• Flag negative feedback or reputation risks quickly.

Phone and customer handling

• Answer and route incoming calls professionally, and return missed calls promptly.
• Handle walk-in customers, inquiries, and appointments.
• Resolve complaints, escalating serious issues to management with a clear summary.
• Keep a log of customer inquiries, complaints, and follow-ups.

Daily oversight and team supervision

• Assign daily duties, monitor completion, and step in to cover gaps.
• Make sure staff follow procedures and service standards.
• Train new staff and give regular feedback on performance.
• Report daily and weekly activity, issues, and customer trends to management.

Requirements

• Bachelor's degree (or equivalent) in business, law, management, or a related field.
• 3-5 years in customer service, office administration, or a similar role, with team supervision experience.
• Comfortable with MS Office or Google Workspace, especially Excel/Sheets and email.
• Working knowledge of social media platforms and messaging apps for business use.
• Strong organizational skills and the ability to multitask under pressure.
• Professional presentation and a calm, courteous manner with customers.
• Integrity and discretion in handling confidential information.

Other Specifications

• Time management and prioritization
• Record-keeping and attention to detail
• Knowledge of employment legislation (optional)
• Strong documentation and organizational skills.
• MOU Drafting & Contract Management
• They should be comfortable using Excel, Google Sheets, billing software, POS systems, CRM, email, WhatsApp, Google Drive, and reporting tools.