KBA Global PVT. LTD.

Job Description
Job Title: Customer Service/Business
Job Code: BDO 003
development officer
Office Location: Narayangarh, Chitwan Job Grade: Middle level

Reporting to: Manager/Director of KBA Status: Fulltime Contract

Position Overview

Customer Service/Business development officer is responsible for handling customer service

and help KBA to develop its business.

The Customer Service/Business development officer reports directly to the Director KBA in
Darwin and co-ordinate with KBA Office Manager in Chitwan and Kathmandu.
Essential Job Functions

 Provide help and advice to customers using your organization’s products or services
 help to build good customer relation
 communicate courteously with customers either by telephone, electronically or face to face
 respond promptly to customer inquiries
 keep records of customer interactions and transactions
 record accurate details of inquiries, comments and complaints and details of action taken
 communicate and coordinate with internal departments
 review customer complaints
 maintain customer databases
 meeting with senior management team to discuss possible improvements to customer service
 Possibly delegating certain customer enquiries to specific teams
 Organize and coordinates any events
 Assist to business administration as per required.

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KNOWLEDGE, SKILLS AND ABILITIES

Knowledge
The incumbent must have proficient knowledge in the following areas:
 knowledge of office package including (MS word, Power point, and Outlook)
 Ability to maintain a high level of accuracy in listening, reading, writing and speaking
English.

Skills
The incumbent must demonstrate the following skills:
 communication skills that allow you to inform, help and advice customers clearly and
to liaise effectively with other professionals
 listening skills, to understand exactly what customers require
 problem-solving skills
 confidence, patience, politeness, tact and diplomacy, when dealing with difficult
situations
 motivational skills and an ability to supervise and lead a team of customer service
assistants
 creative thinking, to be able to come up with new ideas to improve customer service
standards
 an ability to work well under pressure
 organizational and planning skills to develop customer service policies
 good personal presentation, especially when working with customers face-to-face
 a commitment to improve your own customer service skills on an ongoing basis.

Personal Attributes
The incumbent must maintain strict confidentiality in performing the duties of the IELTS
instructor. The incumbent must also demonstrate the following personal attributes:
 be honest and trustworthy
 be respectful
 possess cultural awareness and sensitivity
 be flexible
 demonstrate sound work ethics

The incumbent would normally attain the required knowledge and skills through completion
of office procedures coursework combined with related work experience and knowledge.

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WORKING CONDITIONS

The employee will have very good standard working environment (SWE) and there will be
no different in SWE in Australia and in Nepal. However, the effect caused by local weather
condition and other unexpected condition is unavoidable.

Environmental Conditions
The incumbent is located in a busy, open area office. The incumbent is faced with constant
interruptions and must meet with others on a regular basis.
Sensory Demands
The incumbent must spend long hours in intense concentration.

Certification

…………………….. ……………………………………..
Employee Signature KBA Global PVT. LTD.
…………………… …………………. (Director)
Print Name Date ………………… ……………….
I certify that I have read and understand the Print Name Date:
responsibilities assigned to this position I certify that this job description is an
accurate description of the responsibilities
assigned to the position.

The above statements are intended to describe the general nature and level of work being
performed by the incumbent(s) of this job. They are not intended to be an exhaustive list of
all the responsibilities and activities required for the position.

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