Career opportunities with eSewa

Customer Service Representative

Customer Support Representative is responsible for delivering high-quality customer service through efficient call handling, accurate issue resolution, and maintaining strong customer relationships while ensuring adherence to service standards, quality benchmarks, and operational guidelines.

Qualification and Experience

  • +2 Completed / Bachelor’s Degree Running
  • Minimum 6 months of relevant experience in customer support or call center operations

Job Description

  • Handle inbound customer calls efficiently while meeting defined call volume and response benchmarks.
  • Ensure timely call answering with a high level of professionalism and courtesy.
  • Maintain optimal Average Handling Time (AHT) without compromising service quality.
  • Accurately log, track, and update customer issues in the ticketing system.
  • Provide appropriate solutions and alternatives within the defined turnaround time.
  • Ensure effective follow-up and closure of customer issues.
  • Maintain call quality standards with a minimum quality score as defined by the organization.
  • Demonstrate proper telephone etiquette and professional behavior during customer interactions.
  • Actively incorporate feedback received from quality evaluations to improve performance.
  • Strive to resolve customer queries on the first call, ensuring high FCR rates.
  • Continuously update product knowledge and stay informed about latest updates and services.
  • Participate in training sessions and apply learning to improve service delivery.
  • Maintain punctuality, login adherence, and consistent work discipline.
  • Ensure adherence to daily, weekly, and monthly performance and behavioral standards.
  • Collaborate with team members and quality assurance teams to drive continuous improvement.

Required Skills

Key Skills

  • Call handling and customer interaction
  • Ticket tracking and issue management
  • Strong product knowledge
  • First Call Resolution (FCR) capability
  • Call quality monitoring and improvement
  • Active participation in training and development

Personal Attitude

  • Punctual and disciplined
  • Clear and confident communication
  • Strong problem-solving ability
  • Responsible and accountable
  • Team-oriented mindset
  • Adaptable and willing to learn

Benefits of Working as eSewa

  • Stellar opportunity to work with the rising company
  • The amazing and passionate young team, beautiful office space
  • Trust of biggest FinTech company. 
  • One-of-a-kind company culture and growth opportunities to accelerate your career progression.