Support Service Manager (Digital Payment)

Company Overview

Pioneer Associate Pvt. Ltd is a Software development company based in Hariharbhawan, Lalitpur, specializes in customized software development, ERP, CRM, and web designing & development. We have evolved sound delivery models and business strategies to deliver high-quality and cost-effective solution to our clients to meet their goals and perform better.

Position: Support Service Manager (Digital Payment)

Position Grade: 8

Duty Station: Pulchowk, Hariharbhawan, Lalitpur

Starting Salary: 40K+

Job Specification:

• Bachelor’s Degree in IT or related field is required; Master’s Degree in any discipline is desirable.
• A minimum of 2 years of progressively responsible working experience as a Customer Service Manager, Retail Manager, Assistant Manager or senior position related to customer support for software solution or digital payment. 
• Experience in providing customer service support or digital payment support help desk in past; Working experience in MFI’s or Co-operative software solution support, good knowledge of account and financewill be an added advantage.
• Excellent knowledge of management methods and techniques is required.
• Working knowledge of customer service software, databases and tools.
• Awareness of industry’s latest technology trends and applications.
• Ability to think strategically and to lead the team.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Sound knowledge of MS Office Package, MS SQL Server management and query, relation database management and troubleshooting.
• Proficiency in English and Nepali reading and writing. 

Job Responsibilities:

• Improve customer service experience specially in digital payment, create engaged customers and facilitate organic growth.
• Take ownership of customer’s issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused towards the mission and vision.
• Develop service procedures, policies and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports related to customer support.
• Recruit, mentor, train, monitor and develop customer service agents/sub-ordinates and nurture an environment where they can excel through encouragement and empowerment.
• Recommends improvement area and features to the products or services to fulfill customer needs.
• Planning and involve in the testing of software solution.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Control resources and utilizeavailable assets to the best to achieve qualitative and quantitative targets.
• Develops and maintains emergency and contingency plans to address difficult situation in terms of technical failure of environment constraints.
• Monitors the system and takes appropriate steps to address security breaches if necessary.
• Maintain an orderly workflow according to priorities.

The applicants are requested to send their resume along with cover letter within 11th Dec 2020 the following email id:hr@cosys.com.np. Only short listed candidates will be contacted for the further process of recruitment.