Website:
shevaempresa.com
Job details:
Customer Success Representative (CSR) – English | Blended Process (Chat + Calls)
📍 Location: Mumbai (Work from Office)
🏢 Company: Sheva Technology Services
🕒 Employment Type: Full-Time
🌟 About Us
At Sheva Technology Services, we are a fast-growing operations and technology partner helping global businesses scale efficiently. We specialize in customer support, inside sales, and back-office operations, acting as an extension of our clients’ teams with a strong focus on quality, CSAT, and operational excellence.
💼 Role Overview
We are looking for a Customer Success Representative (CSR) to join our team in a blended process (Chat + Calls).
You will be the first point of contact for customers, ensuring a seamless and high-quality support experience across chat and voice channels.
🎯 Key Responsibilities
- Handle high-volume customer interactions via chat and calls
- Deliver prompt, clear, and empathetic support to customer queries
- Resolve issues efficiently using internal tools and knowledge bases
- Manage multiple chat conversations simultaneously with accuracy
- Maintain detailed documentation of customer interactions
- Escalate complex issues with proper context and ownership
- Identify trends in customer concerns and suggest process improvements
- Collaborate with internal teams to enhance overall customer experience
- Ensure adherence to quality, SLAs, and CSAT benchmarks
✅ Requirements
- Graduate in any discipline
- 6 months – 2 years of customer support experience (preferred)
- Strong written and verbal English communication skills
- Experience in chat + voice (blended process) is a plus
- Good typing speed (50–60+ WPM preferred)
- Familiarity with tools like Zendesk, Freshdesk, Intercom, CRM systems
- Ability to multitask and work in a fast-paced environment
- Strong problem-solving mindset with a customer-first approach
🌈 Preferred (Nice to Have)
- Experience in FinTech / international customer support
- Exposure to ticketing systems and workflow tools
- Ability to handle global customers across time zones
💡 What We Offer
- Opportunity to work with global clients
- High-growth environment with career progression opportunities
- Collaborative and performance-driven culture
- Competitive salary + incentives
- Be part of a team that consistently delivers
🚀 Why Join Sheva?
- Work with a boutique firm that values quality
- Be part of building scalable global support operations
- Gain exposure to international processes and clients
📩 Apply Now
If you're passionate about customer experience and want to grow in a dynamic environment, we’d love to hear from you!
Click on Apply to know more.