Website:
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Job details:
About The Company
Excevo is a premier B2B technology and outsourcing service provider headquartered in England. The company specializes in delivering innovative business solutions and technical expertise to clients across the global online industry. With a focus on high-quality service delivery, Excevo has established a reputation for reliability, professionalism, and excellence in customer support and technical solutions. The organization fosters a dynamic environment that encourages high achievers to thrive, learn, and grow alongside like-minded professionals. As a forward-thinking company, Excevo is committed to leveraging the latest technology and industry best practices to meet and exceed client expectations, ensuring mutual success and long-term partnerships.
About The Role
The Customer Service Agent role at Excevo is a vital part of the company's customer support team, responsible for managing customer interactions across various digital channels including web chat, email, and social media. This position requires excellent communication skills, a proactive attitude, and the ability to troubleshoot and resolve customer issues efficiently. The role offers an opportunity to work remotely from anywhere in India, providing flexibility and the chance to develop valuable skills in a fast-paced, customer-centric environment. The successful candidate will handle inquiries, escalate complex issues when necessary, and contribute to the overall customer satisfaction and service quality. This is a contractor position, with responsibilities including managing own taxes and ensuring compliance with company policies.
Qualifications
To be successful in this role, candidates should possess a genuine passion for customer care and have a minimum of four years of experience in customer service. Fluency in written and spoken English is essential, along with strong typing skills and the ability to respond promptly to customer queries. Candidates must be flexible with their working hours, including weekends and public holidays, and capable of working under pressure with minimal supervision. A positive attitude, quick learning ability, and a focus on meeting set targets are crucial. A bachelor's degree is required, and experience in handling digital customer interactions is highly preferred. Candidates should also have a reliable laptop or PC with a minimum 15.6-inch screen and stable internet access.
Responsibilities
- Handle customer queries across web chat, email, 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 and training sessions to enhance service quality.
- Work within assigned shifts, which may include night, morning, afternoon, or day shifts, and be available for overtime when required.
- Maintain a high standard of professionalism and politeness in all customer interactions.
- Probe and troubleshoot customer issues to provide accurate and satisfactory solutions.
- Escalate unresolved or complex issues to appropriate team members or supervisors.
- Achieve and maintain key performance indicators (KPIs) related to response time, resolution quality, and customer satisfaction.
- Adhere to internal policies, procedures, and work collaboratively with team members to meet organizational goals.
Benefits
Excevo offers a competitive hourly pay rate of ₹248.13, with payments processed monthly via bank transfer on or before the 5th of each month. The role provides flexible remote working options, allowing employees to work from anywhere in India. Employees will gain valuable experience working in a global environment with diverse clients and teams. The company emphasizes a supportive work culture that encourages continuous learning, professional development, and recognition of high performance. Additionally, the position offers the opportunity to develop essential skills in customer service, communication, and problem-solving in a technologically advanced setting. Excevo also promotes work-life balance and values diversity and inclusion within its workforce.
Equal Opportunity
Excevo is an equal opportunity employer committed to creating an inclusive environment for all employees. The company does not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other protected characteristic. All employment decisions are made based on merit, qualifications, and business needs. The organization encourages applications from individuals of diverse backgrounds and experiences, fostering a workplace culture that values respect, fairness, and equal opportunity for career growth and development.
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