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Email us at: careers@shevaempresa.com
Open Positions :
Open Positions
Customer Service Representative – Blended Process (Chat & Voice)
Mumbai, India (Work from Office)
About the Role:
Sheva Technology Services is looking for an energetic and detail-oriented Customer Service Representative (Blended Process) with a strong focus on chat support to join our growing team.
This role involves providing timely and empathetic assistance to customers primarily through live chat, while also handling inbound and outbound calls when required.
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You will be the first point of contact for our customers—resolving their concerns, providing accurate product/service information, and ensuring a seamless support experience.
Responsibilities:
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Handle a high volume of live chats efficiently, maintaining a fast response time and accuracy
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Manage inbound and outbound calls as needed, ensuring a smooth handoff between chat and voice interactions
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Provide prompt, clear, and accurate responses to customer inquiries
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Demonstrate high typing speed with precision to manage multiple chats simultaneously
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Investigate and resolve customer issues using internal tools and resources
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Document customer interactions and transactions thoroughly and in real-time
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Escalate complex issues to the appropriate departments with proper context
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Recognize and report patterns in customer queries to help improve processes
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Collaborate with peers and supervisors to continuously enhance the customer experience
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Participate in training and team meetings as part of continuous learning and process alignment
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Qualifications:
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Bachelor’s degree or equivalent required
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Minimum 6 months of customer service experience, preferably in a blended or chat-focused environment
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Exceptional written and verbal English communication skills
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Proven typing speed of 60+ WPM with high accuracy
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Strong multitasking ability, especially in managing concurrent chat conversations
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Comfortable using customer support tools such as Intercom, Zendesk, Freshdesk, etc.
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Knowledge of basic troubleshooting, CRM systems, and MS Office Suite
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Ability to remain calm and empathetic under pressure, especially during high-volume periods
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A proactive problem-solver with a customer-first mindset
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Ideal Candidate Traits:
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Prior experience with FinTech or international customer bases
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Familiarity with ticketing systems and workflow automation tools
Inside Sales Executive
Mumbai, India (Work from Office)
About the Role:
We are seeking an enthusiastic and driven Sales Representative to join our team.
If you are proactive in customer engagement and motivated by results this is the right position for you.
As an Inside Sales Representative, you will be responsible for reaching out to a variety of customer segments, ensuring they engage with and maximize the value of offered services.
Responsibilities:
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Customer Engagement: Call customers who have recently completed the process of opening an account to welcome them and guide them on how to start using the services
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Reactivation of Dormant Accounts: Reach out to customers who have not used the services for more than 3 months to understand their needs, address any issues, and encourage reactivation
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Card Activation Follow-Up : Contact customers who ordered a card but have not yet activated or used it, providing support to activate the card and highlighting its benefits
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Sales and Upselling : Identify opportunities to promote additional services or features that match customer needs to increase usage and engagement
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Problem Solving and Support : Provide information and assistance to customers who may have encountered difficulties or have questions about offered services
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Administrative Tasks : Maintain accurate records of customer interactions in the CRM, ensure timely follow-ups, and meet individual and team KPIs
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Adaptability : Be willing to undertake additional sales-related tasks and projects as required by management
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Qualifications:
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Education Qualification : Bachelors degree
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Experience : Min 2 years in a sales or customer-facing role in a fast-paced environment
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Communication Skills : Excellent verbal communication, with the ability to engage and build rapport with customers quickly
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Sales Orientation : A results-driven mindset with a proven track record of exceeding sales targets
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Organizational Skills : Ability to manage multiple customer interactions efficiently and maintain accurate records
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Tech Proficiency : Basic computer skills. Experience of CRM tools viz Monday, Zoho is a plus
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Problem-Solving Skills : Resourceful and able to assist customers with issues, guiding them to appropriate solutions
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Adaptability and Flexibility : Willing to take on various tasks as needed
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Ideal Candidate Traits:
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Highly motivated and driven by results
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Friendly, positive, and customer-focused
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Ability to work well independently and as part of a team
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Strong listening skills and the ability to adapt conversation based on customer needs
Customer Support Representative
(Chinese Language Resource)
Mumbai, India (Work from Office)
About the Role:
We are seeking a motivated and customer-centric Customer Service Representative (CSR) to join our growing team. In this role, you will be the first line of support for our Chinese speaking customers, ensuring their questions and concerns are addressed promptly and professionally
Responsibilities:
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Manage and resolve customer complaints promptly and efficiently, ensuring customer satisfaction
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Identify and escalate complex or unresolved issues to supervisors for further resolution
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Provide accurate and detailed product and service information to customers, addressing their queries and concerns effectively
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Utilize applicable software to research, identify, and resolve customer complaints in a timely manner
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Document all support request information according to established standard operating procedures, maintaining accurate and organized records
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Recognize, document, and alert the management team of emerging trends in customer requests, enabling proactive problem-solving and service improvement
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Follow up with customer calls where necessary, ensuring complete resolution of their issues and providing updates on the status of their requests
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Effectively communicate with customers, demonstrating empathy and building rapport
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Qualifications:
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Education Qualification: Bachelors degree
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Have at least 6 months of customer support experience, gaining hands-on experience in handling customer interactions
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Excellent Chinese and English written and verbal communication skills
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Ability to prioritize tasks, manage workload effectively, and meet deadlines
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Proficient in Microsoft Office Suite and in relevant computer applications
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Possess a deep understanding of customer service practices and principles, ensuring adherence to best practices and delivering exceptional customer experiences
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Exhibit excellent typing skills, enabling efficient and accurate documentation of customer interactions and support requests
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A positive and customer-centric attitude
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Possess superior listening, verbal, and written communication skills, facilitating effective communication and rapport-building with customers
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Demonstrate the ability to handle stressful situations appropriately, maintaining composure and professionalism even under pressure
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Have perfect fluency in Chinese and English, enabling seamless communication with customers and colleagues