Job Purpose

The Sr. Assistant is a key member of the Issue Resolution Team (IRT), responsible for managing and resolving logistics-related issues such as delivery delays, damaged parcels, and lost shipments. Unlike interns or freelance agents, this role demands consistent performance, strong ownership of tasks, and the ability to work independently while collaborating closely with cross-functional teams. The Sr. Assistant plays an important role in maintaining service quality and operational efficiency.

Key Responsibilities

1.Issue Identification and Resolution

• Analyze and resolve logistical issues such as shipments, delays, and damages.

• Work with cross-functional teams (operations, customers, and merchants) to efficiently address problems.

• Prioritize timely resolution to minimize customer impact and operational delays.

• Investigate and resolve cases related to shipment delays, damages, or delivery failures using the internal system (IMS).

2.Customer Communication

• Serve as the primary point of contact for customers experiencing logistics issues.

• Provide clear, concise updates and solutions to customers and team leaders.

• Maintain a professional and empathetic tone during all interactions.

• Communicate proactively and professionally with customers and merchants, providing timely updates

3. Data Analysis and Reporting

• Monitor issue trends and report recurring problems to team lead for process improvement.

• Maintain accurate records of all issues and their resolutions in the company's tracking systems.

• Follow standard operating procedures (SOPs) and adhere to internal SLAs and resolution benchmarks (e.g., FRT, ART).

4.Process Improvement

• Identify opportunities for enhancing logistics operations to reduce errors and delays.

• Proactively suggest changes to improve service quality and customer satisfaction.

5.Compliance and Quality Assurance

• Ensure all resolutions align with company policies, industry regulations, and customer agreements.

• Regularly review processes to ensure adherence to best practices.

6.Team Collaboration and Leadership Support

• Coordinate with internal departments such as Operations, Merchant Team and Account Team to ensure smooth resolution processes.

• Assist in mentoring or guiding interns and new joiners when needed.

• Serve as a dependable team member who contributes to team goals and performance targets.

7.Field Visit and Merchant Retention

• Actively participate in the Field Visit in order to maintain the relationships with Merchants.

• Focus and achieve the target on retention of the Merchants and reactiveness in the platform.

Required Qualifications

• Bachelor’s degree in Business Administration, Management, Commerce, or a related field.

• Must have basic working knowledge of Microsoft Office, Google Sheets, and Google Docs.

• Fluent in both English and Nepali — strong verbal and written communication is essential.

• Good Salary Package

• Good Working Environment

• opportunity to growth