Virtual Customer Service Representative | Remote

In this role, you will assist customers through a monitor installed at our locations. When customers arrive, they will be able to connect with you via a live video connection, where you will guide them, answer questions, and help resolve common service requests.

Your goal will be to provide fast, friendly, and clear assistance, ensuring that customers receive the same level of service as if a representative were physically present at the location.

Responsibilities

New customers:

* Help customers choose the right bike, battery, accessories, and services
* Explain bike features, subscription plans, and pricing
* Assist customers with signing up, creating accounts, and completing payments
* Use sales techniques to convert potential customers into subscribers

Existing customers:

* Support customers with subscription questions, payments, and account issues
* Help customers troubleshoot basic bike or service issues remotely
* Coordinate service requests and follow-ups with the operations team
* Address customer concerns and objections while maintaining a high level of satisfaction

Customer communication:

* Provide clear, accurate, and friendly communication to customers
* Coordinate with internal teams via chat and messaging tools to resolve customer requests
* Build trust and long-term relationships with our rider community

Requirements

* Native or fluent Nepali
* Fluent English (C1 - C2 level)
* 2+ years of experience in customer support, sales, or call center roles
* Comfortable working on camera and assisting customers via live video throughout the day
* Ability to multitask and stay organized in a fast-paced environment
* Comfortable using CRM systems and productivity tools
* High-speed internet connection, and headset
* Retail experience is a bonus.