Customer Service Representative – Inevolution – Full Job Description

Company: Inevolution
Location: India
Job Type: Contractual / Temporary, Full-time
Salary: ₹30,000 – ₹33,000 a month

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.

About the role

We are seeking a customer-focused individual with 1+ years of experience to join our Customer Support team. The ideal candidate will be a problem-solver with excellent communication skills, eager to assist customers with their technical inquiries and ensure a seamless experience. This role will require handling support tickets, troubleshooting, and helping customers resolve their issues effectively.

Primary Responsibilities:

• Customer-Facing Support: Serve as the first point of contact for customers via chat, email, and phone, ensuring prompt and efficient resolution of technical service and support tickets. Proactively communicate with customers about post-purchase support, including order activation, troubleshooting, and error resolution.
• Case Management and Problem Solving: Develop a comprehensive understanding of our products and services, and use effective probing techniques to resolve customer issues. Offer accurate solutions, alternative recommendations, and guide customers through troubleshooting processes to resolve technical issues.
• Post-Resolution and Follow-up: Ensure customer satisfaction by following up with customers and updating them on their case status before closing. Collect customer feedback and share valuable insights with internal teams for process improvement.
• Team Collaboration and Operational Tasks: Collaborate with team leads and managers to resolve escalated cases. Maintain detailed system logs, including customer issues, resolutions, and feedback. Participate in team meetings and actively communicate with internal teams to enhance service quality.

Requirements:

• 1+ years of experience in a help desk or customer support role, ideally in software product technical support.
• Strong technical proficiency, with a solid understanding of computer operating systems, software, and hardware.
• Excellent written and verbal communication skills in English.
• Degree in a relevant field is preferred.
• Proficiency in Microsoft Office, Google Sheets, and other business software.
• A stable internet connection and a personal desktop/laptop.
• A proactive, learning-oriented approach to improving processes and providing exceptional customer service.

Additional Information:

• Remote Work: This is a fully remote position with a 5-day workweek.
• Working Hours: Approximately 9 hours per weekday.
• Career Growth: Long-term opportunities for career advancement and additional responsibilities.
• Background verification will be conducted, including recommendations from previous employers and verification of all educational and work experience claims.

Our Commitment to You:

• Inclusive Environment: We value diversity and are committed to creating an inclusive and supportive environment for all our employees.
• Work-from-home Flexibility: Enjoy the flexibility of working remotely from anywhere.
• Professional Growth: We offer career advancement opportunities and support your professional development.

Benefits:

• Work-from-home flexibility.
• Career development and advancement opportunities.
• A supportive, collaborative, and growth-focused team environment.

Job Types: Full-time, Contractual / Temporary

Contract length: 24 months

Pay: ₹30,000.00 – ₹33,000.00 per month

Benefits:

• Work from home

Schedule:

• Fixed shift
• Monday to Friday
• US shift

Supplemental Pay:

• Overtime pay

Work Location: Remote

Application Deadline: 04/04/2025