Virtual Assistant/Customer Support (EverHelp) at Genesis

This a Full Remote job, the offer is available from: Ukraine, Albania, Paraguay, Brazil, Georgia (USA) Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund. EverHelp is a company in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and we've experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%. Role Mission: Support the partner’s growing business by handling back-office tasks, providing 2nd line support, and managing escalations, ensuring smooth operations and allowing the team to focus on growth. Your future responsibilities include:

• Uploading export declaration forms to German customs,
• Managing stock levels and re-ordering materials when required,
• Assigning parcels that could not be matched to a user based on box details,
• Handling customer service escalations and ensuring timely resolution, for example providing freight quotations,
• Acting as a Virtual Assistant to management by drafting documents, preparing small PowerPoints and performing administrative tasks,
• Serving as an entry point for larger B2B customers to filter requests,
• Managing manual processes until automation, for example creating shipping labels for new customers,
• Handling inbound business phone calls from customers, suppliers and partners,
• Processing damage and loss claims by receiving claims from customers, submitting them to carriers and following up until resolution,
• Responding to customer reviews,
• Keeping track of small projects and following up with internal and external stakeholders on status and completion,
• Collecting and compiling information for management from internal and external parties,
• Performing data entry and basic analysis, for example quick Excel stats,
• Filtering management requests to determine priority and assisting in preparing writedowns with few inputs,
• Assisting with travel planning, bookings and expenses,
• Creating, maintaining and enhancing internal and external documentation.

Needed experience & skills:

• 2+ years of experience in Customer Support or Administrative Assistance,
• C1 Level German and English,
• Experience with export declarations, preferably German ATLAS,
• Customer service and escalation handling, including professional email and phone communication,
• Ability to manage manual processes until automation,
• Administrative skills such as drafting documents, preparing small presentations, managing travel and expenses,
• Data management using Excel or Google Sheets, including data entry, quick stats, and simple analysis,
• Strong organizational skills, including prioritization, follow-ups, and multi-tasking,
• Clear and adaptable communication, both written and verbal,
• Attention to detail, ensuring accuracy in forms, claims, and customer communication,
• Problem-solving skills with proactive troubleshooting and independent decision-making,
• Critical thinking and strong ability to research and find information independently,

Work with EverHelp is about:

• 20+ vacation days and unlimited sick leaves,
• Ability to work fully remotely,
• A professional team of specialists, ready to share their expertise, along with internal communities and team activities, fosters continuous learning and development both within the team and on an individual level,
• Opportunity for a career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past.

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