Specific Attributes

Job Title: Customer Service Representative (CSR) & Content Writer
Location: Baluwatar, Kathmandu
Department: Marketing

Reports To: Sr. Communication Manager

About Us:

The Company redefines luxury as an intimate, curated journey of self-expression. With a commitment to concierge-level service, we make every client feel uniquely valued and inspired. Guided by our belief that "Luxury is our Signature," each piece reflects timeless sophistication, transforming every interaction into a celebration of personal style and storytelling.

Position Summary:
We are looking for a smart, attentive, and professional Customer Service Representative & Content Writer who will act as a bridge between our brand and clients through online platforms. This role combines client communication, customer support, content creation, and basic digital marketing responsibilities. The ideal candidate should possess strong communication skills and be confident in content writing and brand representation across various digital channels.

Requirements:

• Smart, professional, and proactive in communication
• Comfortable with fast-paced, cross-functional team environments
• Strong communication and writing skills in both English and Nepali.
• Attention to detail and the ability to multitask under tight timelines.
• Basic knowledge of marketing and digital marketing tools.
• Familiarity with Canva or similar design tools for quick content editing.
• Hands-on experience with CRM software, Google Workspace, and social media platforms.
• Candidates must be above 24 years of age. 
• Only female candidates are eligible to apply for this position.

•  Salary range: NPR 28,000–30,000/month (Negotiable based on skills and experience)
• Opportunities for growth based on performance and contribution

Responsibilities

Customer Service & Communication:

• Communicate with clients and leads across Meta (Facebook & Instagram), WhatsApp, and Viber.

• Assist customers with online orders, inquiries, and delivery tracking by coordinating with the warehouse or fulfillment team.

• Address and resolve customer complaints by working closely with internal departments.

• Record and manage client interactions using Customer Relationship Management (CRM) tools.

• Follow up consistently with leads via WhatsApp to nurture relationships and ensure conversion.

• Support the sales team by sending promotional campaigns, newsletters, and invitations via WhatsApp.

• Prepare and submit weekly Online Lead Journey reports to management.

Content Writing & Digital Support:

• Create engaging, brand-aligned content for promotional campaigns, product launches, and events.
• Edit and proofread content to maintain clarity, tone, and consistency.
• Optimize existing content to improve performance and reach.
• Collaborate with internal teams to align content strategy with business objectives.
• Manage and update content on Google My Business (GMB) and YouTube platforms.
• Coordinate with the sales and branding team for Meta boosts and product collection highlights.

Customer Experience & Insights:

• Maintain a strong understanding of product offerings to assist and educate customers effectively.
• Track customer inquiries, feedback, and service trends to improve user experience.
• Monitor customer data and analyze feedback to identify areas for improvement and innovation.

Experience

Minimum 2 years in a similar role (Customer Service, Content Writing, or Digital Communication)

Education

Bachelor’s degree (completed)