About The Company
Excevo is a prominent B2B technology and outsourcing service provider headquartered in England. Renowned for delivering innovative business and technical solutions, Excevo caters to the global online industry by offering expert services that enhance operational efficiency and customer engagement. The company prides itself on fostering a dynamic environment that encourages high achievers to grow professionally while working alongside like-minded individuals. With a focus on quality and client satisfaction, Excevo continuously strives to innovate and adapt to the evolving needs of the digital marketplace.
About The Role
We are seeking a dedicated Customer Service Agent to join our team remotely in India. This role involves managing customer interactions via web chat, email, and social media platforms, ensuring timely and professional responses to inquiries. The ideal candidate will possess excellent communication skills, a positive attitude, and the ability to troubleshoot and resolve customer issues efficiently. This position offers an exciting opportunity to work within a global organization, providing high-quality support to clients across different time zones. The role is full-time, with shifts scheduled between 7:00 am and 10:00 pm UK time, including weekends and public holidays, with the potential for overtime based on client needs.
Qualifications
The successful candidate should have a strong passion for customer care and possess at least a bachelor's degree. Candidates must demonstrate a minimum of four years of experience in customer service, with excellent command over written and spoken English. Proficiency in typing and the ability to respond to at least 12 tickets per hour are essential. Flexibility to work various shifts, including night shifts, is required. A positive, proactive attitude, and the capability to work under pressure with minimal supervision are vital for success in this role. Candidates must have a reliable laptop or PC with a minimum 15.6-inch screen and stable internet access. Fluency in English and a proven track record in customer service are prerequisites for this position.
Responsibilities
- Handle customer queries across multiple channels, including web chat, emails, and social media, following company procedures to ensure consistent and high-quality service.
- Identify and escalate priority issues promptly to the Team Leader and Operations team for swift resolution.
- Participate actively in team meetings, sharing insights and feedback to improve service delivery.
- Work within assigned shift timings, maintaining adherence to schedules and punctuality.
- Troubleshoot customer issues effectively, providing satisfactory solutions and ensuring customer satisfaction.
- Escalate unresolved or complex issues to the appropriate teams or supervisors.
- Meet and exceed key performance indicators, including response times, resolution rates, and customer satisfaction scores.
- Follow internal policies, procedures, and processes diligently to maintain compliance and service standards.
- Collaborate with team members to foster a positive and productive work environment.
Benefits
Joining Excevo as a Customer Service Agent offers numerous benefits, including the opportunity to work remotely from anywhere in India, providing flexibility and work-life balance. The role offers competitive hourly pay of ₹248.13, with potential for overtime and performance-based incentives. Employees will gain valuable experience working in a global organization with exposure to diverse customer interactions. The company promotes a supportive environment that encourages professional growth and development. Additionally, employees will have access to ongoing training and resources to enhance their skills and career prospects.
Equal Opportunity
Excevo is committed to creating an inclusive and diverse work environment. We are an equal opportunity employer and do not discriminate based on race, gender, age, religion, nationality, or any other protected characteristic. All qualified applicants will be considered for employment based on merit and experience. We encourage candidates from all backgrounds to apply and join our team in contributing to our mission of delivering exceptional service to our clients worldwide.
