Customer Service Associate

About Us

Nexora Commerce — the engine behind Tudoholic

Nexora Commerce Pvt. Ltd. is the company building the technology, data, and operating systems behind Tudoholic — one of Nepal’s largest fashion and lifestyle e-commerce operations.

We run a high-velocity, cash-on-delivery model: products are discovered, sourced from international markets, imported, quality-checked, listed, dispatched, and delivered across Nepal every day. For customers, that whole operation often becomes real through one conversation — a confirmation call, a delivery update, a WhatsApp message, or a helpful answer at the right time.

What makes the next phase different is customer trust at scale. As order volume grows, every customer interaction has to be clear, patient, accurate, and properly recorded so the shopping experience stays smooth.

The Founder’s Story

Ten years ago, Tudoholic started with a small number of orders and a simple promise: make online shopping more trustworthy for customers in Nepal. Today, we move roughly a thousand orders a day, and that promise still depends on the people customers speak to.

A customer may contact us to confirm an order, change a delivery detail, ask about a shipment, or understand a return. Each moment is simple on the surface, but it decides whether the customer feels heard, helped, and confident.

That is why we are looking for people who communicate clearly, stay patient under pressure, and take responsibility for small details that make the whole experience better.

If that sounds like you, we would like to meet you. This is one of those roles.

Sagun

Founder & CEO, Nexora Commerce Pvt. Ltd.

Role 11

• We’re Hiring
  
  

Customer Service Associate

The person who helps customers feel heard, informed, and confident from order to delivery.

Reports to Customer Service Lead Team Customer Service Location Kathmandu Level Associate

What You’d Be Walking Into

• A live customer operation, where calls, emails, WhatsApp messages, Viber messages, order confirmations, and customer inquiries happen every day.
• A trust-heavy role: customers rely on you for order confirmation, delivery updates, issue resolution, and clear answers.
• A detail-driven workflow: customer details, delivery locations, product information, tags, order edits, and notes all need to be accurate.
• A strong learning path: hands-on exposure to customer support, order validation, e-commerce operations, and problem solving in a fast-paced team.
  
  

The Mission

Customer service is where our promise becomes personal. The mission is to confirm orders accurately, answer customer questions clearly, support order updates and returns, document concerns, and help customers move through the shopping experience with confidence.

We are looking for a motivated and responsible Customer Service Associate who communicates professionally, works well in a team, and can stay organised in a fast-moving environment.

What You’ll Own

• Order validation: confirm customer orders received through the website by phone, email, WhatsApp, Viber, and other active channels.
• Customer details: verify delivery location, product information, customer notes, and order requirements before processing moves forward.
• System updates: update orders, add appropriate tags, and keep records clean for smooth internal processing.
• Order support: assist customers with placing orders, tracking shipments, return-related questions, and order edits when needed.
• Customer inquiries: manage incoming calls, messages, and general customer questions with professionalism and patience.
• Issue resolution: act as the first point of contact for customer concerns, document issues clearly, and coordinate with internal teams for faster resolution.
• Escalation awareness: identify priority issues and report them to the team manager before they become larger problems.
  
  

Who You Are

• Graduate or undergraduate in any discipline, with a willingness to learn customer service and e-commerce operations.
• A clear communicator in Nepali and English, with good interpersonal skills and a professional tone.
• Patient with customers: you can stay calm, respectful, and helpful even in difficult situations.
• Comfortable with tools: Microsoft Excel, Google Docs, customer service software, and basic order-management workflows.
• Organised and responsible: you complete assigned tasks, manage details carefully, and work efficiently with a team.
• Typing speed around 40 WPM is preferred for fast updates, order notes, and customer communication.
  
  

Bonus Points

• Experience in customer service, outbound calling, order validation, or e-commerce operations.
• Comfort speaking with customers across phone, WhatsApp, Viber, email, or social messaging channels.
• A strong willingness to learn, grow, and take responsibility in a fast-paced environment.
  
  

What Success Looks Like

Within a few months: orders are confirmed more smoothly, customer details are cleaner, inquiries receive clearer responses, order issues are documented properly, and internal teams have better information to process orders without delays.

Why This Role, Why Now

As Tudoholic grows, customer service becomes one of the most important parts of trust. A clear confirmation call, a patient answer, or a correctly updated order can prevent confusion before it starts. Get these moments right, and customers feel confident buying from us again.

How To Apply

Send your CV and a short note on why you would be strong in customer communication, order validation, or support work.

Apply to: [email protected]

Subject: Customer Service Associate — Your Name

Open to candidates in: Nepal

We read every application personally. If there’s a fit, you’ll hear from us.