Role Overview
First and foremost, we're looking for people who are excited about what we're doing—you don't need to know anything about the HRTech ecosystem, but should be excited to learn.
We're looking for a Customer Support Intern to join our Customer Service Team.
The ideal candidate will have excellent verbal and written communication and problem-solving skills, loads of empathy towards customers. This profile requires high efficiency and the ability to document and improve processes that are high on repetition.
The person in the role will -
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Communicate effectively with internal and external customers via phone, email and chat.
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Attend customer calls to capture notes on customer feedback, action items and next steps.
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Follow up with customers to ensure their technical issues are resolved.
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Evaluate ways to improve customer experience and contribute to development of solutions.
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Liaise with the Operations/ Product/ Sales team.
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Share feature requests and effective workarounds with team members.
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Gather customer feedback and share with our Product, Sales and Marketing teams.
Requirements-
Candidates must have strong written and verbal communication skills and have a desire to learn more about corporate operations.
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Strong team building, time management, and organizational skills.
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Problem solving, creative, organized and detail-oriented.
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Tackle problems in a creative and logical ways and identify solutions
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Should be tech savvy.
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Proficient in using Google Docs, Slides and Sheets.
Note: Please note this is a full time internship opportunity and a person should be available for a minimum of 6 months duration for internship.Benefits
What’s in it for you?
We are a 100% remote company so work from anywhere in India. At Springworks, we invest in the employee experience. Business is not done alone, but by a team. The greatest asset at Springworks are its people and we are on a mission to build the best, most talented and happiest team we can. To be successful in the longer run we cannot do it without a motivated and energized team.We believe in higher education and life-long learning and provide our employees to learn and upgrade their skills and evolve. Competitive Compensation & Benefits and a good Health scheme to take care of their mental, physical and social wellbeing.
Glassdoor rating of 4.8. You got to read it to believe it:
https://www.glassdoor.co.in/Overview/Working-at-Springworks-EI_IE1013270.11,22.htm">https://www.glassdoor.co.in/Overview/Working-at-Springworks-EI_IE1013270.11,22.htm
We are a remote first Company thus, complete Work From Anywhere policy is applicable.
Perks:- Paid Internship (Monthly stipend upto INR: 21,000).
- Rewards and recognitions (Surprise gift/Voucher for Intern of the month).
- Learning & development budget ( Up to INR 21,000/-).
- Monthly reimbursement for Internet expenses - Upto INR 1500.
- Yearly OTT reimbursement (up to Rs.1500 per annum).
- Fitness reimbursement (Up to Rs. 1000 per month).
- Health Insurance.
- Food Allowance/ Reimbursement - Rs. 500 added to your payroll - no bills to be uploaded.
See what our past interns have to say about their experience -https://www.youtube.com/watch?v=1G3a-fkMAtU"> Interns @Springworks
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About SpringRole India Private Limited
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Industry Type-BPO / Call Centre
Functional Area-Customer Success, Service & Operations
Employment Type-Full Time, Permanent
About the role:
For a Customer Experience Inbound executive, we are looking for an enthusiastic, driven, and motivated individual - ideally a people person,
who will be able to -
- Respond to customer queries in a timely and accurate way, via phone, email, or chat. Make the customers feel at ease and let them know that we’ve got their back.
- Identify customer needs and help them provide a 360-degree experience.
- Be part of the blended process, i.e. Inbound calls, Outbound calls, Chats, or e-mails as and when required.
- Handle Escalations of all types and nature.
- Handle E-commerce channels.
- To perform all duties to a high standard of customer care in attitude, approach, and resolution.
Pre-requisites
- A chance to earn monthly as well as annual incentives.
- Proficiency in English and Hindi.
- Excellent knowledge of MS Office, Excel, and PowerPoint
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The Client Support Intern will be responsible for assisting clients and providing support with their technical needs, answering client inquiries via email and phone, and resolving client complaints in a timely manner. As a hybrid role, this internship position will be located in Dubai but some work from home is acceptable.
Roles & Responsibilities:
1. Answer incoming calls and respond to customers
2. Management and resolve customer complaints.
3. Research required information using available resources
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Skills:
1. Proficient in relevant computer applications
2. 10th pass or any higher education
3. Excellent data entry and typing skills
4. Superior listening, verbal, and written communication skills
5. Ability to handle the stressful situation appropriately
6. Fluent in Kannada and English.
7. Ability to multi-task, set priorities and manage time effectively.
Job Types: Full-time, Regular / Permanent
Schedule:
- Rotational shift
Education:
- Higher Secondary(12th Pass) (Preferred)
Language:
- Kannada and English (Preferred)
Technical Customer Support
- Ability to work in team environment
- Familiarity with customer service software (CRM,ticketing systems) for chat and call process.
- Ability to work flexible hours ,including evenings and weekends.
- Earlier experience into chat and call support process.(Technical support experience)
- Customer oriented approach and ability to adapt different situations
- Hands on experience on MS office suite.
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- 0-2 years of experience
- Excellent communications skills written and verbal.
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- Respond to customer queries or technical issues via email in a timely and professional manner.
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• Managing a large number of incoming calls and emails.
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- Will troubleshooting problems and coordinating with various internal departments to resolve problems.
- Interacting with customers by phone, e-mail or online chat concerning various care issues.
- Providing hands-on support of customer care initiatives such as automated provisioning, online billing, order tracking and detailed account management.
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- Candidate should be ready to work during night shift (US working time)
- Experience Required - 2 years , BPO, Customer Support, Call Centre
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Required qualifications and experience:
- Graduate in any specialization
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Roles and responsibilities:
- Perform quantitative assessment and continuous process improvement to drive business and efficiency.
- Manage the roster and deliver on the service levels as per the agreement.
- Raise alerts on downtimes or fluctuations.
- Deep-dive into escalations received primarily via social media and enable front-line to close the issues. Interact directly with customers too, if need be.
- Analyse various process gaps and raise request for new SOPs to close loop.
- Identify gaps in service delivery, agent behaviour, product knowledge and business functionalities.
- Identify improvement opportunities along with the respective Process Head and facilitate launching projects around these opportunities.
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