About the Role

Tudoholic Nepal is looking for a customer-focused and results-driven Team Lead – Customer Service to oversee daily customer support operations and lead a team of Customer Service Associates.

The ideal candidate will be responsible for ensuring exceptional customer experiences, managing escalations, monitoring team performance, and implementing processes that improve service quality and operational efficiency. This role requires strong leadership, communication, and problem-solving skills with a passion for delivering outstanding customer support.

Key Responsibilities

Customer Service Operations

• Oversee daily customer service activities across phone, email, WhatsApp, Viber, and other communication channels.
• Ensure timely and professional responses to customer inquiries.
• Monitor service quality and customer interactions to maintain company standards.
• Support smooth order validation, order processing, and customer communication processes.
• Ensure customer issues are resolved efficiently and within defined timelines.

Team Leadership & Performance Management

• Lead, supervise, and support the Customer Service team.
• Monitor individual and team performance against defined KPIs.
• Conduct regular coaching, training, and performance review sessions.
• Assist in onboarding and mentoring new team members.
• Foster a customer-centric culture focused on service excellence.

Escalation & Issue Resolution

• Act as the primary point of contact for escalated customer concerns.
• Handle complex customer issues and provide effective resolutions.
• Coordinate with operations, dispatch, inventory, procurement, and other departments to resolve customer challenges.
• Ensure customer complaints are documented, tracked, and resolved appropriately.

Process Improvement & Quality Assurance

• Review customer service workflows and identify opportunities for improvement.
• Develop and implement service standards, SOPs, and best practices.
• Monitor customer feedback and recommend improvements to enhance customer experience.
• Ensure compliance with company policies and service guidelines.

Reporting & Data Analysis

• Maintain customer service reports and performance dashboards.
• Analyze customer inquiries, complaints, and service trends.
• Monitor key customer service metrics and prepare reports for management.
• Use data-driven insights to improve team performance and customer satisfaction.

Cross-Functional Coordination

• Collaborate with operations, logistics, dispatch, inventory, and after-sales teams.
• Ensure smooth communication and information sharing across departments.
• Support business objectives through effective customer service management.

Required Skills & Qualifications

• Graduate or Undergraduate in Management, Business Administration, Marketing, Customer Service, IT, or a related field.
• Minimum 2 years of professional experience in customer service, customer support, e-commerce, operations, or team leadership roles.
• Strong leadership and team management abilities.
• Excellent verbal and written communication skills in Nepali and English.
• Strong problem-solving and conflict-resolution skills.
• Proficiency in Microsoft Excel, Google Sheets, and customer support tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with strong attention to detail.

Preferred Qualifications

• Experience managing customer service teams.
• Experience in e-commerce, retail, or service-based industries.
• Familiarity with CRM systems and customer support platforms.
• Experience tracking KPIs and service quality metrics.
• Knowledge of process improvement and customer experience management is an advantage.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) Score.
• Average Response Time.
• First Contact Resolution Rate.
• Customer Complaint Resolution Time.
• Team Productivity and Performance.
• Service Quality Compliance.
• Customer Retention and Feedback Metrics.

Why Join Tudoholic Nepal?

At Tudoholic Nepal, we are building one of Nepal’s fastest-growing e-commerce platforms. We provide a collaborative environment where employees are encouraged to take ownership, develop leadership skills, and contribute directly to customer satisfaction and business growth. This role offers an excellent opportunity to lead a customer-facing team and make a meaningful impact on the customer experience.

How to Apply

Please send your updated CV to: hr@tudoholic.com

OR

Apply Below.