Customer Support & Inquiry Handling
- Act as the primary point of contact for customers seeking technical assistance via phone, email, WhatsApp, or live chat.
- Respond to inquiries in a timely, courteous, and professional manner, ensuring accurate diagnosis and understanding of reported issues.
- Provide clear step-by-step guidance to troubleshoot and resolve customer concerns at the first point of contact whenever possible.
Issue Resolution & Follow-up
- Maintain ownership of assigned cases from initiation to closure, ensuring all issues are resolved effectively.
- Conduct follow-up communication with customers to confirm that their problems have been fully addressed and to assess their satisfaction with the service provided.
- Escalate complex or unresolved issues to the technical team or higher-level support as required.
Training & Guidance for Retailers
- Deliver remote training sessions via phone or WhatsApp to educate retailers on the proper use of Setaragan Mutahed top-up services.
- Provide ongoing support to ensure retailers fully understand system features, processes, and troubleshooting steps.
- Identify common challenges among retailers and recommend improvements to training materials and user guidelines.
Coordination with Telecom Partners
- Communicate professionally with telecom companies via email to resolve issues related to incorrect or failed transactions.
- Track each case until it is resolved and update relevant internal teams on the status and outcomes of coordinated actions.
- Maintain accurate documentation of all correspondence with telecom partners.
Reporting & Documentation
- Record all customer queries, complaints, and resolutions in the system on a daily basis.
- Prepare and submit detailed daily, weekly, and monthly reports to the line supervisor, highlighting trends, recurring issues, and operational gaps.
- Maintain organized records of customer interactions and support activities for management review.
System Monitoring
- Monitor the performance and functionality of the top-up system and related tools.
- Immediately notify the technical team of any system downtime, errors, or performance irregularities.
- Assist in testing system updates or new features to ensure functionality and user readiness.
Team Collaboration & Continuous Improvement
- Participate actively in weekly and monthly departmental meetings to provide insights and recommendations for improving help desk services.
- Contribute to the development of help desk procedures, FAQs, training materials, and user guides.
Technical Skills
- Strong computer literacy with proficiency in MS Office Suite (Word, Excel, Outlook, PowerPoint).
- Solid understanding of internet browsing, web-based portals, CMS systems, and basic troubleshooting techniques.
- Excellent email communication skills, including professional writing, formatting, and case documentation.
Language Skills
- Fluency in Dari, Pashto, and English (written and verbal) with the ability to communicate effectively with diverse user groups.
Personal Qualities
- Professional, punctual, respectful, and customer-oriented demeanor.
- Strong ability to remain calm and patient under pressure, especially when dealing with challenging customers.
- Self-motivated, proactive, and capable of working independently with minimal supervision.
- Flexible and willing to work in different shifts, including weekends and public holidays, as operationally required.
Qualifications & Requirements
- Bachelor’s degree in, Business Administration, or a related field.
- At least 2–3 years of relevant experience in customer service or support roles.
- Excellent computer skills (MS Excel, Word, PowerPoint, Outlook).
- Strong communication, interpersonal, and organizational skills.
- High level of accuracy, confidentiality, and professionalism.
- Fluency in English required; proficiency in Dari and Pashto is an advantage.
Ethics & Confidentiality
- Ensure absolute confidentiality regarding company matters and internal employee services.
- Maintain a respectful and inclusive workplace culture and uphold company values.
Equal Employment Opportunity
- Setaragan Mutahed Company provides equal employment opportunities to all employees and applicants without discrimination based on ethnicity, gender, religion, disability, age, or any other protected status.
Application Submission Guidelines
Interested and qualified national candidates are invited to submit their applications, including a cover letter and an updated CV, no later than 30 November 2025, to the email address provided below:
Submission Email: (vacancy@Setaraganmutahed.com)
Applicants must clearly mention the reference number:
Helpdeskofficer-SM-KBL-015-2025 in the subject line of their email. Applications received without the reference number will not be considered for shortlisting.
Please note that only shortlisted candidates will be contacted for the written test and interview.
Setaragan Mutahed Trading, Logistics, and Financial Services Company was established in 2006 with its corporate headquarters in Kabul and a network of regional offices across Afghanistan, we have quickly grown into a reputed telecommunication product & services distribution player in the market with its distribution agreement with all MNOs. Setaragan Mutahed has a professional sales team and distribution infrastructure, with 80K active and operational sales outlets nationwide. Setaragan Mutahed has a Trustful image and brand used by an average of 3 million customers every month.
Setaragan Mutahed is a well-established platform for the distribution of well-reputed companies’ products and services such as SIM, Scratch Cards, and E-Top-up platform, Etisalat Afghanistan mHawala distributor, Mobile kiosks, E-pin services, & API Service in the Afghanistan Market through its engrained distribution models and channels. Setaragan Mutahed efficiently and successfully managed telecommunications business all over Afghanistan.
We have almost 17 years of professional experience in telecom product distribution, which gives us in-depth reach in the telecom market and gives us more strength to undertake more and additional businesses within the customer experience.