Behtar is a group of companies that has been at the forefront of the telecommunications, mobile money, and e-commerce sectors for 20 years. The company was founded with the vision of connecting people and businesses, and facilitating commerce in an increasingly connected world. Through the years, Behtar has grown to become a leading provider of telecommunications, mobile money and e-commerce services in Afghanistan, with a strong reputation for innovation and customer service. Started as a small telecom service provider and quickly recognized the potential for growth and expansion in the financial services sector. we worked hard to provide innovative and cutting-edge solutions that could improve the lives of our customers. we were the first to offer high-speed internet and mobile banking services in our country, and as a result, we rapidly grew our customer base. With the passage of time, we continued to adapt and evolve to meet the changing needs of our customers, always looking for ways to push the boundaries of what was possible.

Today, Behtar group of companies is a well-established and respected player in both the telecom and financial services sectors, known for our commitment to excellence and our ability to deliver results. we are excited to continue growing and serving our customers for many years to come.

The Customer Service Team is responsible for providing excellent support to customers by addressing inquiries, resolving issues, and ensuring customer satisfaction. They act as the first point of contact between the company and its clients, maintaining a professional, helpful, and positive image of the organization.

Duties & Responsibilities

• Manage and oversee the opening of customer accounts with a monthly target of 150.
• Ensure accurate and timely top-up processing, with end-of-day reconciliation.
• Maintain a high level of customer satisfaction through effective issue resolution and support ERM (Experience Relationship Management) monitoring.
• Supervise bill payment processing to ensure efficiency and accuracy.
• Oversee bundle activations and verify end-of-day reconciliation.
• Manage cash-in and cash-out voucher processing in compliance with company policies.
• Supervise salary payment processing through vouchers.
• Oversee refund voucher processing, ensuring correctness and timely resolution.
• Handle customer inquiries via phone, email, chat, or in person.
• Provide accurate information about products, services, and company policies.
• Resolve complaints and issues in a timely and professional manner.
• Escalate complex issues to the appropriate department or manager when needed.
• Maintain detailed and accurate customer interaction records.
• Assist customers with orders, payments, returns, and exchanges.
• Follow up with customers to ensure satisfaction and service quality.
• Work collaboratively with other departments (sales, technical support, logistics) to meet customer needs.
• Achieve individual and team performance targets (response time, satisfaction ratings, resolution rate).
• Contribute to continuous improvement by sharing customer feedback and suggesting service enhancements.

• Strong communication and interpersonal skills.
• Patience, empathy, problem-solving ability and fast typing skill.
• Ability to multitask and work in a fast-paced environment.
• Basic computer literacy (CRM Customer Relationship Management systems, MS Office, email handling).
• Team player with a customer-first mindset.
• Previous customer service experience is preferred but not always required.

Performance Indicators (KPIs)

• Customer satisfaction score (CSAT).
• First response time.
• Issue resolution time.
• Call/chat/email handling accuracy.
• Customer retention and loyalty levels.

Interested national candidates are kindly requested to submit their application (Cover letter & updated CV) no later the 08 OCT 2025 to the below email:

kbl.hr@behtar.com.af