Sr. Assistant- Issue Resolution-Baneshwor, Kathmandu

Pathao Nepal Baneshwor

Job Description:

• Analyze, investigate, and resolve logistics-related issues such as shipment delays, damages, and delivery failures.
• Coordinate with operations, merchant, account, and customer support teams to ensure timely and effective issue resolution.
• Prioritize cases based on urgency and business impact to minimize customer dissatisfaction and operational disruptions.
• Investigate and resolve customer cases using the Internal Management System (IMS).
• Serve as the primary point of contact for customers experiencing logistics-related issues.
• Communicate proactively with customers and merchants, providing timely updates and resolutions.
• Maintain a professional, empathetic, and customer-focused approach in all interactions.
• Monitor issue trends and identify recurring problems for process improvement.
• Maintain accurate records of all issues, resolutions, and follow-up actions in company systems.
• Adhere to standard operating procedures (SOPs), internal SLAs, and quality standards.
• Identify opportunities to improve processes and recommend solutions to enhance service quality.
• Ensure all activities comply with company policies, procedures, and service standards.
• Collaborate with internal departments to ensure smooth and efficient resolution processes.
• Assist in mentoring, guiding, and supporting interns and newly onboarded team members when required.
• Contribute actively to team goals, performance targets, and continuous improvement initiatives.

Specification:

• Bachelor's degree in Management, Business Administration, Logistics, or a related field.
• Minimum 1–2 years of experience in customer service, logistics, operations, quality assurance, or issue resolution roles.
• Fresh graduates with excellent communication and problem-solving skills are encouraged to apply.
• Fluency in both English and Nepali with strong verbal and written communication skills.
• Basic working knowledge of Microsoft Office, Google Sheets, and Google Docs.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent customer service and interpersonal skills.
• Ability to work under pressure and manage multiple tasks in a fast-paced environment.
• Strong attention to detail and accuracy in maintaining records and reports.
• Ability to work independently with minimal supervision.
• Proactive, reliable, and result-oriented work attitude.
• Strong organizational and time management skills.
• Willingness to work in rotational shifts, weekends, and during peak operational hours.
• Ability to collaborate effectively with cross-functional teams.
• Prior experience in logistics, customer support, or issue resolution will be an added advantage.