Customer Care Associate (Digital)

Website Daraz


Customer Care Associate (Digital)

Department Name: Customer Care Office
Industry: Management
Work Experience: 1-3 years
City: Kathmandu
State/Province: Province No.3
Zip/Postal Code: 44600

About Daraz
Launched in 2012, Daraz is South Asia’s online shopping and selling destination of choice present in Pakistan, Bangladesh, Sri Lanka, Myanmar and Nepal. Supported by a wide range of tailored marketing, data, and service solutions, the pioneering e-commerce ecosystem in South Asia has 30,000 sellers and 500 brands, serving 5 million consumers. With 2 million products available, Daraz offers a diverse assortment of products in categories ranging from consumer electronics to household goods, beauty, fashion, sports equipment, and groceries. Focused on providing an excellent customer experience, it offers multiple payment methods including cash-on-delivery, comprehensive customer care and hassle-free returns. Daraz is owned by Alibaba Group Holding Limited.

Job Description
Customer experience being one of the most important aspects in Daraz, Nepal; we thrive in making the customers happy and satisfied with our services. The role of customer care associate (Digital) will be working on managing social media related queries, providing solutions and building sustainable relationships and trust with customers which requires excellent communication skills with a good team playing attitude.

  • Manage social media related queries on time via Facebook, Instagram & Twitter
  • Handle customer inquiries and provide accurate, valid, and complete information by using the right methods/tools
  • Handle customer complaints, obtain and examine all relevant information to assess the validity of complaints and to determine possible causes
  • Provide appropriate solutions and alternatives within the time limits
  • Refer unresolved customer grievances to designated departments for further investigation
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, are taken
  • Build sustainable relationships and trust with customers through open and interactive communication by identifying and assessing customers’ needs to achieve satisfaction
  • Involvement with the senior management for creative replies and plans to streamline the social media channel


  • Bachelors Degree from any reputed institute
  • One Year of Experience in content creation and customer communication
  • Excellent Communication (Verbal and Written)
  • Good experience in using MS Office Package
  • Hardworking and result oriented
  • Good team player
  • Should be flexible in work timing

Importantly, we look for someone who will live by our values that define everything we do:

  • Continuously Innovative
  • Generosity of Spirit
  • Deliver on our Promise
  • Make It Personal


  • An international working environment with a unique opportunity to learn from industry leaders
  • Work closely with country and group level management to build e-commerce in Nepal
  • Hands-on experience in leading a team and growing a business
  • Five days working week (Monday to Friday)
  • Benefit Package: Social security fund, fuel expenses, employee discount voucher, mobile top ups and data pack, accidental insurance, medical insurance, full annual health check-up

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