About The Company
Excevo is a leading B2B technology and outsourcing service provider headquartered in England. Specializing in delivering innovative business and technical solutions, Excevo caters to the global online industry by providing expert support and strategic services. With a focus on excellence and client satisfaction, the company has established a reputation for reliability, professionalism, and cutting-edge solutions. Excevo's dynamic environment encourages high achievers to thrive, learn, and grow alongside like-minded professionals, fostering a culture of continuous improvement and innovation. The organization is committed to maintaining high standards of service delivery, leveraging technology, and empowering its workforce to succeed in a competitive marketplace.
About The Role
We are seeking a dedicated Customer Service Agent to join our team on a remote basis. The successful candidate will be responsible for managing customer interactions across various digital channels, including web chat, email, and social media. This role requires excellent communication skills, a customer-centric approach, and the ability to troubleshoot and resolve queries efficiently. The position offers an opportunity to work within a supportive team environment, contributing to the overall success of client accounts and ensuring high levels of customer satisfaction. Flexibility in working hours is essential, as the role involves shifts between 1:30 pm and 10:00 pm UK time, including weekends and public holidays, with potential for overtime based on operational needs. The role is ideal for individuals who are proactive, adaptable, and eager to develop their customer service expertise in a fast-paced setting.
Qualifications
The ideal candidate should possess a genuine passion for customer care and demonstrate excellent communication skills in English, both written and spoken. A minimum of a bachelor's degree is required, along with at least four years of prior experience in customer service roles. Proficiency in typing, with the ability to respond to a minimum of 12 tickets per hour, is essential. Candidates must have a reliable laptop or PC with a minimum 15.6-inch screen and stable internet access. The role demands flexibility to work during various shifts, including nights, mornings, afternoons, and weekends. A positive attitude, the ability to work independently under pressure, and a fast learning curve are highly valued. Candidates should be committed to adhering to company policies, work schedules, and quality standards to ensure seamless service delivery.
Responsibilities
- Handle customer queries through web chat, emails, and social media channels in accordance with company procedures.
- Identify and escalate priority issues to the Team Leader and Operations team for prompt resolution.
- Participate actively in team meetings, training sessions, and performance reviews to enhance service quality.
- Maintain a professional and courteous tone in all customer interactions, ensuring customer satisfaction.
- Probe and troubleshoot customer issues effectively, providing accurate and satisfactory solutions.
- Escalate unresolved or complex issues to supervisors while ensuring proper documentation.
- Achieve and exceed key performance indicators related to response time, resolution quality, and customer satisfaction.
- Adhere strictly to shift schedules and internal policies, procedures, and processes.
- Collaborate with team members to share best practices and achieve collective goals.
- Maintain up-to-date knowledge of products, services, and company policies to provide accurate information to customers.
Benefits
Excevo offers a competitive hourly rate of ₹248.13, with timely monthly payments via bank transfer. The company provides a flexible remote working environment, allowing employees to work from anywhere in India, reducing commute time and enhancing work-life balance. The role includes opportunities for overtime, which can increase earning potential. Employees gain valuable experience in customer service within a global organization, with ongoing training and development opportunities. The company fosters a culture of support, collaboration, and continuous learning, encouraging employees to grow their skills and career prospects. Additionally, working with Excevo provides exposure to international clients and diverse customer scenarios, enriching professional expertise and marketability.
Equal Opportunity
Excevo is committed to creating an inclusive and diverse workplace. We provide equal employment opportunities to all applicants and employees regardless of race, ethnicity, gender, age, religion, disability, or sexual orientation. Our recruitment process is merit-based, transparent, and free from any form of discrimination or bias. We believe that diversity enhances our organizational culture and drives innovation, and we actively promote an environment where everyone can thrive and contribute to our collective success. If you are passionate about customer service and meet the qualifications outlined, we encourage you to apply and become part of our dynamic team.
