Job Description

Management Trainee - Customer Services (Fresh Graduates)

About Shop LC:

We are an electronic retailer of jewelry and lifestyle products headquartered in Austin, Texas with a team of approximately 450 people. Our products are sold through TV (Cable, satellite, Telco’s and OTA’s), our website, OTT, marketplaces, and social media.

We are the US retailing unit and subsidiary of Vaibhav Global Limited (VGL)- a publicly listed company in India. The other retailing units of VGL Group are in the UK (Shop TJC) and Germany (Shop LC, Germany). VGL Group is a vertical business, having its own manufacturing and sourcing units in India, China, Indonesia, and Thailand.

We believe in supporting our community and protecting the environment with the purpose of Delivering Joy.

Our service to the community is run through our Your Purchase Feeds… program under which each retailing unit donates one nutritious meal to a school-going child in India, the US, the UK, and the Germany for each item sold through all its platforms. Your Purchase Feeds… has current run rate of over 54,000 meals per school day and has provided over 50 million meals to kids in need in US, UK and India until now. Our mission statement embraces the ambitious goal of distributing one million meals each school day to children in need by 2040. We believe that Your Purchase Feeds… provides more than just a meal: it feeds the hearts, minds, and futures of children.

We are committed to protecting the environment by constantly working on reducing our carbon footprint and becoming net zero by 2030. Our factories in India fully functions on solar power and has Platinum level LEEDS certified factory. Our US buildings are Gold level LEEDS certified.

We are a forward-thinking organization committed to delivering unreasonable hospitality —going above and beyond to create extraordinary, personalized experiences for our customers. Powered by AI-driven tools and a culture of service excellence, we empower our teams to solve problems creatively and meaningfully. We’re looking for passionate new graduates ready to drive change and innovation in customer experience.

Job Summary:
As a Management Trainee / Customer Service Administrator , you will be at the heart of our customer experience operation. You’ll resolve inquiries, identify pain points and use AI-powered tools to improve resolution speed and satisfaction. This role also includes exposure to specialized areas like fraud review, chargeback handling and working with cross-functional teams. If you’re someone who cares deeply about people and believes in offering more than what’s expected, this is for you.

Key Responsibilities:

• Deliver exceptional, unreasonably hospitable service across all customer touchpoints.
• Learn and contribute to call center operations by improving customer interactions and reducing resolution time, while monitoring key performance indicators (CSAT, FCR, AHT, ASA).
• Identify opportunities to delight customers beyond standard procedures and champion a culture of personalized service.
• Gain hands-on experience in core service functions including fraud review, chargeback handling, returns and cancellation analysis, product and delivery related concerns, Call Centre KPI / CSAT/FCR/AHT.
• Collaborate with departments like Operations, Sales, Finance and IT to resolve complex issues.
• Assist in training and fine-tuning AI tools (chatbot, CRM, by tagging feedback, analyzing gaps and suggesting improvements.
• Document and maintain customer records with accuracy using internal platforms.
• Support continuous improvement by sharing insights from customer feedback and helping refine workflows.

  Requirements:

• Master's or Bachelor’s degree in Business, Communications, Information Systems or a related field.
• Strong communication and interpersonal skills.
• Passion for delivering exceptional service and solving problems empathetically.
• Interest in learning various aspects of business operations.
• Curiosity and comfort working with digital and AI tools.
• Highly organized and collaborative mindset.
• Eagerness to contribute to a high-impact, fast-paced environment.

  What We Offer:

• Full onboarding and training in customer service and AI tools.
• Hands-on exposure to omni-channel operations.
• Opportunities to lead projects that create surprise and delight moments for customers.
• Mentorship from leaders across departments.
• Career growth into customer experience, operations sales or marketing roles.
• A supportive, inclusive and innovative work culture with a focus on excellence.

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