Office Administrator / Customer Support

Job Description

Ghum Nepal is a leading company in Nepal's tourism and hospitality sector providing an ecommerce platform for hosts and guests. We are dedicated to providing exceptional travel experiences and hospitality services across Nepal. We're looking for a Customer Support Representative who can maintain our high standards of customer service and contribute to our continued success. We are seeking a professional and enthusiastic Customer Support Representative to join our team. In this role, you will be the first point of contact for our customers, providing exceptional service through various communication channels. You will handle inquiries, resolve issues, and ensure customer satisfaction while supporting office operations.

# Key Responsibilities

Customer Assistance

Respond promptly to customer, vendor or partners inquiries virtually and in-person

Provide information about our services, packages, and policies

Process or assist processing listings, bookings, and changes requested by customers

Follow up with customers to ensure their needs have been met

Document all customer interactions in Ghum Customer Relation Management system

Office Support

Assist with general office operations and administrative tasks

Maintain accurate customer records and documentation

Support the reception area and help manage office workflow

Coordinate with other departments to ensure efficient operations

Documentation assistance, drafting correspondence, contracts or amendments

Problem Resolution

Address and resolve customer complaints with patience and professionalism

Identify and escalate complex issues to appropriate departments or management

Follow up on escalated issues to ensure resolution

Document all customer interactions and resolution outcomes in the Ghum CRM system

Technical Support Coordination

Identify technical issues that need IT department attention

Serve as a liaison between customers and the IT department

Follow up on technical issues to ensure they are resolved promptly

Communication

Maintain clear and professional communication with customers at all times

Provide updates to customers about their inquiries or complaints

Communicate effectively with team members and other departments

Contribute to the development of customer service protocols and procedures

# Qualifications

Required Skills

Strong persuasive speaking abilities

Exceptional listening skills and attention to detail

Patient and empathetic approach to customer interactions

Problem-solving mindset and ability to work under pressure

Proficiency in computer applications (MS Office, Google, and CRM systems)

Ability to multitask in a fast-paced environment

Team player, positive attitude and drive Ghum Nepal’s success.

Experience

Previous experience in customer service, hospitality, or related field preferred

Background in handling phone calls and customer inquiries

Possess personal qualities that not only portray professionalism at work but friendly and approachable personality

Education

Bachelor's degree in hospitality, computer science, communications or related field.

Additional training or certification in customer service is a plus

Languages

Fluent in English and Nepali (both written and spoken)

Knowledge of other languages beneficial but not required

What We Offer

• Competitive salary based on experience and skills
• Professional development opportunities
• Collaborative and supportive work environment
• Opportunity to grow within a dynamic tourism company

Qualified candidates who are passionate about customer service and ready to contribute to the success of Nepal's tourism industry are encouraged to apply.