Customer Service Representative (Female Only)

Job Description:

As a Customer Service Representative at Brothermart, you will play a pivotal role in ensuring customer satisfaction and loyalty. You will be the primary point of contact for our customers, assisting them with inquiries, concerns, and providing support throughout their shopping journey. This role requires excellent communication skills, a customer-centric mindset, and the ability to thrive in a fast-paced environment.

Key Responsibilities:

1. Customer Support: Respond promptly to customer inquiries via phone, email, chat, and social media platforms. Address customer concerns, provide product information, process orders, and resolve issues effectively and efficiently.

2. Order Management: Manage order processing, including order entry, tracking, cancellations, and returns. Ensure accurate and timely fulfillment of orders, coordinating with logistics and warehouse teams as needed.

3. Product Knowledge: Develop a deep understanding of our products Like Smartwatches, Earbuds, Smartphones, and other electronic Gadgets offerings, and stay updated on new arrivals, promotions, and policies. Educate customers about product features, specifications, and usage to enhance their shopping experience.

4. Problem Solving: Identify and troubleshoot customer issues, escalating complex cases to the appropriate department for resolution. Proactively identify trends or recurring issues and work with cross-functional teams to implement solutions.

5. Customer Feedback: Gather customer feedback and insights to continuously improve our products and services. Act as the voice of the customer within the organization, advocating for their needs and preferences.

6. Quality Assurance: Maintain high standards of service quality and professionalism in all customer interactions. Adhere to company policies, procedures, and service level agreements to ensure consistency and compliance.

Other skills

• Prior experience in customer service or sales roles, preferably in an e-commerce or retail environment.
• Excellent communication skills in both English and Nepali, with the ability to articulate information clearly and concisely.
• Strong interpersonal skills and empathy to understand and address customer needs effectively.
• Proficiency in using different Software and Microsoft Office Suite.
• Ability to multitask, prioritize workload, and work independently with minimal supervision.
• Flexibility to work shifts, including evenings, weekends, and holidays, as required at time.

About Us:

Brothermart is a leading e-commerce platform dedicated to providing high-quality products and exceptional service to our customers in Nepal. We are committed to revolutionizing the online shopping experience and connecting people with the products they love. We Specialized in dealing with different Electronics and Gadgets Product