Job Level - IC2-IC3

Location: Bafal, Kathmandu, Nepal

Type: Full-time (Sunday–Friday, 9:30 a.m.–6:00 p.m.)

Team: Customer Service | Reports to: CS Team Lead

Experience: 0–3+ years (contact center/e-commerce preferred)

Education: Bachelor’s degree (any discipline)

Salary: Negotiable

Role Overview

At Tudoholic, we’re rewriting the playbook for cross-border e-commerce in Nepal—pairing global sourcing with local trust. As a Customer Service Associate, you’ll rotate across four core tracks based on the daily roster—Order Validation & Revalidation, RTO (Returns) Calling, Reviews Collection, and Inbound Support—but you’ll focus on one track at a time. Your work ensures that every interaction is fast, accurate, and delightful—and that our promise to “deliver trust” shows up in every call, message, and delivery.

Why Tudoholic

We operate a modern CS stack—Shopify → CRM/OMS → Cloud Telephony → WhatsApp/Viber Business → 3PL portals—with tight playbooks, dashboards, and automation. You’ll learn how high-velocity operations, data discipline, and empathy come together to power a national cross-border brand.

What You’ll Do (rotational scope)

Order Validation & Revalidation

• Call new website orders to confirm product/variant, address, and delivery preference; apply correct tags/notes in OMS.
• Revalidate when shipments arrive; confirm timing/location for dispatch or pickup and update records in real time.

RTO (Returns) Calling & Recovery

• Contact customers on Return-to-Origin cases; diagnose reasons (timing, address, sizing, change of mind).
• Offer resolutions—reschedule, alternate address, size exchange, or curated substitution—and coordinate redispatch.

Customer Reviews & Reputation

• Run post-purchase outreach (WhatsApp/SMS/calls) to collect authentic reviews and photos.
• Improve review quality (20+ words), guide customers on helpful details, and support rating recovery after issue resolution.

Inbound Support (Hotline/Omnichannel)

• Handle incoming calls/messages; resolve queries on products, orders, payments, and returns with clear, friendly communication.
• Create/edit orders live, suggest alternatives, escalate issues correctly, and keep customers proactively informed.

Documentation & Collaboration

• Maintain clean logs, reason codes, and next-actions in Shopify/CRM; coordinate with Ops and Logistics for smooth handoffs.
• Contribute to playbooks, FAQs, and pattern reports (e.g., repeat defects, sizing confusion, courier routing issues).

Call Etiquette & Soft Skills (non-negotiables)

• Warm, professional greeting; active listening; confirm-and-summarize before closing.
• Seek permission before holds/transfers; avoid dead air; use plain Nepali (and simple English when needed).
• Own the issue end-to-end; follow through on promised callbacks/updates.
• Typing speed: ≥ 35 WPM with ≥ 90% accuracy (tested).
• Calm under pressure; respectful tone—even during escalations.

Tools You’ll Use

Shopify, CRM/OMS, cloud telephony, WhatsApp/Viber Business, Google Workspace (Docs/Sheets/Slides), and 3PL portals (Pathao, Aramex, Hulagi).

What You’ll Bring

Must-haves

Excellent phone etiquette in Nepali; workable English for notes and simple conversations.

Software comfort and data hygiene; disciplined with tags, reason codes, and SLAs.

Persistence, empathy, and problem-solving mindset.

Nice to have / Added advantage

Strong Excel/Google Sheets skills (lookups, filters, pivots), PowerPoint/Slides for simple reporting.

Prior experience in outbound/inbound CS, COD logistics, or e-commerce support.

How We Measure Success (sample KPIs)

Validation SLA: ≥ 95% of new orders contacted within 24 hours; Contact Rate: ≥ 80% after 3 attempts.

Revalidation SLA: ≥ 95% of arrivals contacted within 24 hours; Data Accuracy: < 1% tagging/entry errors.

RTO Recovery: 35–50% redispatch rate (category-dependent).

Reviews: Monthly verified review targets; % of 20+ word reviews improved month-over-month.

Support Quality: CSAT/NPS on scored interactions; First Response Time and AHT within band; zero missed escalations.

Culture, Growth & Learning

We celebrate ownership, speed, and clarity. High performers move fast at Tudoholic—rotating into Sales Ops, Returns, Reputation, Workforce Management, QA/Training, or Team Lead (IC-3/IC-4) tracks. We coach with data, iterate weekly, and reward people who improve systems—not just follow them.

Workweek, Hours & Setup

Six-day workweek: Sunday–Friday, 9:30 a.m.–6:00 p.m.

Occasional shift adjustments during major sale events; comp-offs as per policy.

Compensation & Perks

SST (Social Security Tax): Paid by the company for non-executive roles—no salary deduction.

Annual performance bonus: One month’s salary, prorated to months worked, paid each year during Dashain.

Quarterly recognition: Awards for Top Performers and Client Impact; early promotions for growth mindset and results.

Learning support, fast-track career paths, and exposure to cross-border operations at national scale.

How to Apply

Send your CV to info@tudoholic.com with subject line “Customer Service Associate — Omnichannel.”