A. Supplier (Vendor/Seller) Management
• Act as the primary point of contact for suppliers regarding platform policies, procedures, and performance expectations.
• Support supplier onboarding, including documentation verification, product listing guidance, pricing alignment, and content requirements.
• Coordinate with internal teams to ensure accurate product information, images, pricing, and availability on the platform.
• Monitor supplier performance indicators such as order fulfillment rates, delivery timelines, returns, and quality compliance.
• Handle supplier complaints, disputes, and escalations professionally and within defined Service Level Agreements (SLAs).
• Communicate promotional campaigns, policy updates, system changes, and operational announcements to suppliers.
• Build and maintain strong supplier relationships to enhance compliance, product quality, and service standards.
B. Client (Customer) Management
• Serve as the first point of contact for customer inquiries through phone, chat, email, and social media channels.
• Resolve customer issues related to orders, payments, deliveries, returns, refunds, and product information.
• Ensure timely follow-up and resolution of customer complaints in coordination with logistics, finance, technical, and supplier teams.
• Educate customers on platform usage, order tracking, and support processes.
• Collect customer feedback and identify recurring issues impacting customer satisfaction.
C. Issue Resolution & Coordination
• Act as a liaison between suppliers, customers, and internal departments (logistics, warehouse, finance, IT, and content).
• Track and manage tickets, complaints, and escalations from initiation to closure.
• Ensure fair, transparent, and timely resolution of disputes between suppliers and customers.
• Maintain accurate records of interactions, cases, and resolutions in CRM or issue-tracking systems.
D. CX Quality & Continuous Improvement
• Monitor key CX performance metrics such as response time, resolution time, customer satisfaction (CSAT), and complaint trends.
• Proactively identify process gaps and recommend improvements to enhance both supplier and customer experience.
• Support the development and implementation of CX policies, SOPs, and service standards.
• Assist in training suppliers and customers on platform features, policies, and best practices.
E. Reporting & Documentation
• Prepare regular reports on supplier issues, customer complaints, resolutions, and CX performance indicators.
• Maintain updated documentation, including FAQs, SOPs, and CX guidelines.
• Provide actionable insights and recommendations to management to support decision-making and operational improvements.
Required Skills & Qualifications
a) Education
• Bachelor’s degree in Business Administration, Management, Marketing, or a related field (preferred).
b) Experience
• 1–3 years of experience in customer service, customer experience, operations, or e-commerce support.
• Prior experience working with suppliers/vendors and customers is an advantage.
Skills & Competencies
• Strong communication and interpersonal skills.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to manage multiple stakeholders simultaneously.
• Good understanding of e-commerce operations and workflows.
• Basic data analysis and reporting capabilities.
• Proficiency in CRM systems, ticketing tools, and MS Office / Google Workspace.
Behavioral Competencies
• Customer-centric mindset with a focus on service excellence.
• High level of integrity, professionalism, and fairness.
• Patience, empathy, and strong interpersonal judgment.
• Proactive, solution-oriented approach to challenges.
• Ability to work under pressure and meet deadlines.
Interested national candidates are kindly requested to submit their application (Cover letter & updated CV) no later than 31 Jan 2026 to the below email:
Note that the applicant must be based in Kabul.
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.