Customer Support Representative Associate

Job Description

Department: Marketing

Reports to: HR and Operations

About Company:

Founded from a deep passion for traditional Thakali cuisine and Nepal’s rich cultural heritage, Daura Thakali Authentic Nepali Cuisine & Bar is committed to offering an experience that is both genuine and welcoming. With an expanding network of successful outlets and a team dedicated to excellence, we are recognized for upholding the highest standards of quality, consistency, and heartfelt hospitality. Our core mission is to celebrate and promote the diverse traditions of Nepali Thakali cuisine while delivering exceptional service and complete customer satisfaction.

Job Summary:

The Customer Support Representative – Associate is responsible for managing customer and recruitment-related inquiries received through the company’s official WhatsApp platform,

supporting the launch and daily operations of the company’s loyalty application, and assisting HR with documentation and coordination tasks. The role also supports basic website management and requires an IT-oriented individual with strong communication and organizational skills.

Key Responsibilities:

A. Customer Support

1. Manage and respond promptly to customer inquiries received via official Business WhatsApp.

2. Handle job vacancy-related queries and coordinate with HR for recruitment follow-ups.

3. Maintain professional and accurate communication aligned with company standards.

4. Escalate customer issues to relevant departments and track resolutions.

B. Loyalty Application (Royalty App) Management

1. Support the launch, setup, and ongoing operations of the “Royalty” loyalty application.

2. Coordinate with vendors or IT teams for app updates, bug reporting, and improvements.

3. Assist customers and internal teams with app usage, troubleshooting, and onboarding.

4. Maintain records, reports, and performance insights related to the loyalty application.

C. HR & Administrative Support

1. Assist HR with documentation, data entry, and record management.

2. Support preparation and maintenance of employee-related documents.

3. Coordinate internal communication between departments when required.

D. Website Management

1. Update website content including job vacancies, announcements, menus, and basic information.

2. Ensure website information is accurate, current, and aligned with brand standards.

3. Coordinate with developers or agencies for technical updates when needed.

E. IT & System Support

1. Handle basic IT-related tasks such as managing data files, reports, and system records.

2. Ensure proper documentation and digital filing of company records.

3. Support digital platforms and tools used by the organization..

Qualifications:

1. Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.

2. Knowledge of digital platforms, applications, and basic website management.

3. Excellent written and verbal communication skills.

4. Familiarity with WhatsApp Business, CRM tools, or customer support systems is an advantage.

5. Strong organizational, documentation, and multitasking abilities.

6. Ability to work independently and handle confidential information responsibly.