The Front Desk Officer serves as the first point of contact for visitors, customers, merchants, and agents, representing the organization with professionalism and ensuring a seamless service experience. The role is responsible for managing front desk operations, handling inquiries, coordinating with internal teams, supporting documentation and due diligence processes, and maintaining accurate records. Additionally, the Front Desk Officer contributes to customer and merchant engagement through tele-sales and follow-up activities while ensuring compliance with organizational standards and delivering efficient administrative support.
• Bachelor's Degree in Management, Business Administration, Marketing, Finance, or a related field. (Candidates demonstrating exceptional performance and currently pursuing a Bachelor’s degree may also be considered)
• At least 2 years of experience in Customer Support role
• Serve as the first point of contact for office visitors, customers, merchants, and agents, ensuring professional and courteous assistance at all times.
• Manage inbound calls efficiently by responding to inquiries, providing accurate information, and directing concerns to the appropriate teams when required.
• Record, track, and follow up on customer, merchant, and agent issues to ensure timely resolution within the defined turnaround time (TAT).
• Coordinate with internal stakeholders to resolve operational issues and maintain a high level of customer, merchant, and agent satisfaction.
• Collect, verify, maintain, and submit merchant and agent documentation, ensuring completeness, accuracy, and compliance with company requirements.
• Support Customer Due Diligence (CDD), Agent Due Diligence (ADD), and Merchant Due Diligence (MDD) processes by reviewing required documents and ensuring timely completion of compliance requirements.
• Conduct tele-sales and follow-up activities to promote eSewa products and services, generate leads, and support customer and merchant acquisition initiatives.
• Maintain accurate records of visitor logs, inquiries, documentation, compliance activities, and tele sales efforts, and prepare reports as required.
• Provide administrative and operational support to ensure smooth front desk operations and effective coordination across departments.
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