Customer Support Representative

Naqdina Payment Services is an innovative and forward-thinking firm established in 2014, having obtained a business license from the Afghanistan Investment Support Agency (AISA). Since its inception, Naqdina has remained abreast of the latest developments and has diligently adapted to the evolving demands of its partners and customers, consistently advancing in service delivery. In early 2015, Naqdina introduced its Mobile e-Top Up service, which allows users to purchase airtime from five telecom providers through a single SIM card, using USSD and SMS services, as well as through dedicated Android and iOS mobile applications.

Primary Responsibilities:

1. Engage and Assist Customers:
• Handle all direct and indirect customer interactions, including wholesalers, Salesmen regarding their daily needs and inquiries.
• Provide timely responses and resolutions during night hours when customers have more availability and less workload.
2. Advance Payment Monitoring and Reporting:
• Review customer advance balances and provide them with updated reports.
• Ensure that wholesalers are informed at night as they typically evaluate their accounts and plan for the following day. Night time discussions with a calm approach often lead to quicker and more favorable outcomes.
3. Follow-up with Unconfirmed Daytime Leads:
• Contact customers who reached out via any communication channel during the day but didn't finalize agreements as Night follow-ups can often find them in better moods or positions to make decisions.
4. Identify Alternative Clients:
• Search for new or replacement customers in case current clients/customers are working with high commissions or advances.
5. Announce Thursday Purchases & Coordinate for Friday:
• Publish weekly purchase announcements every Thursday night.

Coordinate with customers for their weekend purchases (Thursday and Friday or other holidays).

‌‌Bachelor's degree

At least 2 years of experience in the customer service of telecommunication companies

Excellent communication and interpersonal skills

Excellent problem solving skills

Computer skills

Fluent in Pashtu, Dari and English