Customer Support Specialist

We are seeking a Customer Support Specialist to handle omnichannel inquiries (phone, email, and chat). In this role, you will quickly resolve customer issues, process returns and complaints, and accurately document every interaction within our CRM system. You will act as a vital bridge for user feedback, forwarding insights to relevant departments while keeping customers informed about their inquiry status. Key Responsibilities Handle multiple live chat conversations simultaneously with customers. Respond to customer inquiries in a timely, accurate, and professional manner. Maintain a professional and courteous demeanor during all customer interactions to ensure high-quality service and customer satisfaction. Resolve customer issues effectively and escalate complex cases to higher-level support when required. Accurately document customer interactions and update customer records in the CRM system. Follow up on unresolved cases to ensure satisfactory resolution. Collaborate with team members and other departments to deliver consistent and high-quality customer support. Exceed customer expectations by providing accurate information and an exceptional service experience. Skills, Knowledge and Expertise Strong digital literacy. Excellent data entry and writing skills. Good knowledge of Google products (Google Sheets, Google Docs). Product knowledge or willingness to learn E-hailing services, products & services, travel, and courier solutions. Strong verbal and written communication skills. Fluency in Nepali and English (both spoken and written). Fast and accurate typing skills (minimum 100 words per minute ). Experience with Customer Support CRM tools such as Salesforce, Zendesk, or Zoho . Job Benefits Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries. Develop your professional skills with access to mentoring, career consulting, and learning programs. Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program. Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects. Work alongside people who take initiative, speak openly, and challenge themselves to grow. Improve your language skills through co-financed courses and internal speaking clubs. Final benefits may vary depending on the location