Customer Support Trainee

Consultant – Data Entry / Admin Executive

Roles and Responsibilities

• Insert customer and account data by inputting text based and numerical information from source documents within time limits
• Compile, verify accuracy and sort information according to priorities to prepare source data for computer entry
• Review data for deficiencies or errors, correct any incompatibilities if possible and check output
• Research and obtain further information for incomplete documents
• Apply data program techniques and procedures
• Generate reports, store completed work in designated locations and perform backup operations
• Scan documents and print files, when needed
• Keep information confidential
• Manage calls and queries for information and access relevant files
• Comply with data integrity and security policies
• Ensure proper use of office equipment and address any malfunctions

Requirements and skills

• Proven data entry work experience, as a Data Entry Operator or Admin Executive
• Proficient in using MS Excel skills
• Familiarity with administrative duties
• Typing speed and accuracy
• Excellent knowledge of correct spelling, grammar and punctuation
• Attention to detail
• Confidentiality
• Organization skills, with an ability to stay focused on assigned tasks
• Excellent written and oral Communication skills
• Basic Graduation - Additional computer training or certification will be an asset

Primary Customer Facing Responsibilities:

• Handle customer service and support tickets efficiently, acting as the first point of contact over phone or email.
• Proactively communicate with customers regarding post-purchase support, including order installation, refunds, and payment issues.
• Utilize our client ticketing system to ensure prompt and effective resolution of customer queries.

Key Responsibilities:

Case Analysis and Critical Thinking:

• Develop comprehensive knowledge of client products and the ticketing system.
• Conduct thorough investigations to fully understand user issues, employing effective probing techniques.

Problem Solving:

• Provide accurate information and solutions for client software products or services.
• Offer alternative solutions when necessary, guiding users through the resolution process.

Post-Resolution Follow-Up:

• Ensure customer satisfaction by following up and updating customer status before case closure.

Client and Operational Responsibilities:

• Coordinate with team leads and managers for guidance on escalated cases.
• Record detailed events and problem resolutions in system logs.
• Forward customer feedback and suggestions to the appropriate internal team.
• Suggest improvements to processes and knowledge resources.
• Participate actively in team meetings and maintain effective communication with internal teams.
• Report to client leads and managers as required.

Requirements:

• Experience in help desk, software product support, and customer service.
• Tech-savvy with knowledge of computer operating systems, software, and hardware.
• Excellent written and verbal communication skills in English.
• Degree in a relevant field preferred.
• Proficient with Microsoft Office, Google Sheets, and other business software.
• Own a desktop/laptop with a stable internet connection.
• Demonstrated proactive, learning-oriented approach, with a focus on continuous process improvement.

Additional Information:

• This is a fully remote position with a 5-day work week.
• Requires approximately 9 hours of work per weekday.
• Compensation is competitive and billed hourly.
• Opportunity for long-term growth and additional responsibilities within the organization.

Our Commitment:

We value diversity and are committed to creating an inclusive environment for all employees. We encourage candidates of all backgrounds to apply.

Benefits:

• Work-from-home flexibility.
• Career advancement opportunities and professional development support.
• Supportive and collaborative team environment.

Application and Selection Process:

Initial Application:

• Interested candidates should submit their resume along with a cover letter detailing their relevant experience and why they are a good fit for this role via the Cutshort Application Portal.

Written Assessment:

• Selected candidates will be invited to complete a written assessment. This assessment is designed to evaluate technical and customer service skills and must be completed within 2 hours of commencement to ensure authenticity. Instructions and a deadline for the assessment will be provided upon selection.

Virtual Interview:

• Candidates who successfully pass the written assessment will be invited to a virtual interview with key stakeholders. This round will focus on assessing cultural fit, communication skills, and problem-solving abilities.

Onboarding and Training:

• Candidates who clear the interview stage will proceed to onboarding and training, marking the final stage of the selection process. This phase will familiarize them with company policies, tools, and the specific responsibilities of their role.

About Inevolution

Founded in 2009, InEvolution is a dynamic and evolving firm specializing in back-office, operations, and customer support services. We are a globally oriented team committed to delivering quality services with cost efficiency. Our ethos is to constantly adapt to the changing needs of the industry, effectively serving as an extension of our clients' teams.

We specialize in alleviating operational burdens from organizational leaders, allowing them to focus on growth. Our expertise spans across 24/7 client support, advanced technology utilization, proficient data management, and providing certified solutions. Our services include data hygiene, GDPR compliance, e-commerce campaign configuration, order management, reporting, sales support, and comprehensive customer support across various platforms. With our diverse experience in multiple business sectors, we offer robust solutions that cater to the unique needs of our clients.

Company Web : https://inevolution.in/

• Excellent verbal & written communication skills.
• Manage Email Process- Payment, Refunds, Cancellation etc.
• Responsible to provide timely & effective resolutions to customers through emails, chat, etc.
• Knowledge of payments and fintech would be plus

• Make and attend necessary phone calls - inbound and outbound calls.
• Provide the required information to the customers
• Resolve any queries regarding gift delivery or transit damage.
• Maintain database by updating customer information daily
• Write communication scripts for inbound calls
• Keep the team informed about customer calls and demos regularly

1. Act as a first line support for IT department
2. Answer internal and external customer calls and emails
3,create service desk tickets, assign technician and follow up closure
4.Monitirng service desk dashoard and sending alert for SLA violations
5. end to end front line coordination 
Skills - experience in interacting with US clients 
basic understandign of IT set up and computing issues
ITIl V3 certification would be an added advantage 
Please note that the shift timings will be 6pm to 3am and 8:30pm to 5:30am.
Home drop available
JOINING BONUS FOR EARLY JOINERS .

1. Excellent communication skills.
2. They should be able to handle inbound calls
3. They must have to provide training to customers.
4. They need to provide Technical help IN software to customers.
5. They must be able to solve problems to clients by calls via emails.
6. Excellent understanding of excel, pages, word, number & Keynote.

• Assisting and coordinating with operations team
• supporting administrative staff
• conducting marketing research
• documentation and reporting to the operations department
• preparing reports on competitor product analysis
• ensuring if everything is working in a perfect manner
• using technology to keep the company updated behind the curtains
• Should be responsible for efficient dealing of complaints to completion and enabling satisfaction of customer.
• Responsible for rendering useful administrative support to other members of the customer care team.
• Responsible for documenting all calls with regards to participant inquires accurately using Call Tracking System.
• Responsible for monitoring Call tracking for responses from administrative team so call returns are done in a timely fashion.
• Responsibility is to Follow-up with participants within a 24-hour period in regards to the initial phone call even if it is to just touch base and let participant know inquiry is still be researched.
• Responsibility is to answer participant questions, as well as question participants to obtain full understanding of what information is being requested.

• Raising support tickets to enable tracking and resolution of customer requests
• Investigating and resolving customer complaints then closing support tickets
• Maintaining a database of customer information
• Escalating inquiries to the appropriate team, when necessary
• Checking product or service availability
• Assisting customers with registration or account creation

• Coordinating with internal (operation, sales) and external stake holders (Client POC)
• Ensuring that customers receive the quickest service possible
• Assisting representatives in handling disappointed customers
• Determining a course of action to resolve customer problems
• Training newly hired customer service representatives

Desired Candidate Profile

• Graduates from tier 1/2 engineering / management colleges
• 3-5 years of experience in B2B Client Servicing
• Proven track record of handling escalations
• Team handling and monitoring capabilities
• Ability to adapt quickly to a new environment