Job Description

CSA For Non Voice Process With Good Typing Speed & Nepali speaking required (Freshers also Welcome with Good Communication Skill in English & Nepali)

Please share your resume at recruitment-india@gearinc.com

The purpose of the Customer Support Associate is to act as the primary point of contact for customers, ensuring high levels of satisfaction to the end users by providing timely and accurate solutions to inquiries and technical issues. By leveraging empathy and product expertise, the role aims to build long-term customer loyalty and protect the brand's reputation. Ultimately, the associate serves as a vital feedback link, translating customer needs into actionable insights that drive continuous service improvement.

JOB RESPONSIBILITIES

Responding to customer queries via live chat or CRM Tool in a timely and professional manner within the defined SLA.

Identifying and assessing customers' needs to achieve total satisfaction and clarify the root cause of their issues.

Troubleshoot product/service-related issues and provide accurate solutions

Walking customers through product features, processes, or troubleshooting steps to ensure they get the most value from the service.

Keeping accurate records of customer interactions, sharing timely responses of end user queries in the CRM system.

Relaying recurring customer pain points and suggestions to the Management teams to help improve the overall user experience.

Handle client requirements and ensure alignment with service expectations.

Identify and escalate critical or unresolved issues to the appropriate department.

Achieving specific KPI targets at a daily, weekly & monthly level.

JOB REQUIREMENT

Bachelors degree in any field or equivalent experience.

Experience in Customer Support or a similar role (SME or Senior Agent experience preferred) would be an added advantage. Freshers are also eligible if competency requirements are met.

Fluent in English (minimum B2, C1 preferred).

Experience in the BPO industry is an advantage. (Having an investigation/risk analyst background would be a plus)

Excellent communication, analytical, and problem-solving skills.

Proficient with customer support tools/software.

Willing to work on weekends, public holidays, and rotational shifting schedules including night shifts.

Willing to WFO only.

Skills:

Strong written communication skills (grammar, tone, clarity).

Typing speed: Minimum 40-50 WPM.

Problem-solving and critical-thinking abilities.

Adaptability to fast-paced environments and shift work.

- Language Requirement:

Nepali : Native

English: Fluent or Business Proficient (B2 and up).