Website:
fetchjobs.co
Job details:
About The Company
Excevo is a leading B2B technology and outsourcing service provider headquartered in England. With a focus on delivering innovative business and technical solutions, Excevo caters to the global online industry by offering comprehensive support and expertise. The company prides itself on fostering a dynamic and growth-oriented environment that attracts high achievers eager to work alongside like-minded professionals. By leveraging cutting-edge technology and industry best practices, Excevo ensures its clients receive exceptional service and solutions tailored to their needs. The organization values integrity, collaboration, and continuous learning, making it an ideal workplace for individuals seeking to develop their careers in the outsourcing and technology sectors.
About The Role
The Customer Service Agent role at Excevo is a vital part of our client support team, responsible for engaging with customers via web chat, email, and social media platforms. This position requires a proactive individual who can handle customer queries efficiently, troubleshoot issues, and escalate complex problems to the appropriate teams. The role is remote, offering flexibility and the opportunity to work from anywhere in India, provided the candidate has a suitable laptop or PC with a minimum 15-inch screen. The role operates on a full-time basis, with working hours scheduled between 1:30 pm and 10 pm UK time, including weekends and public holidays as per the client’s requirements. Overtime may be required, and flexibility in shift timings is essential. Successful candidates will be part of a collaborative team dedicated to delivering high-quality customer service and achieving key performance indicators set by the organization.
Qualifications
The ideal candidate will possess a strong 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 experience in customer service roles. Candidates should have good typing skills and the ability to respond to a minimum of 12 tickets per hour efficiently. Flexibility to work during various shifts, including night, morning, and afternoon, is essential. The applicant must be a fast learner, able to work under pressure with minimal supervision, and maintain a positive attitude at all times. Technical requirements include owning a reliable laptop or PC with a minimum 15.6-inch screen and internet access. Candidates must also be willing to work on weekends and public holidays, demonstrating adaptability and dedication to customer satisfaction.
Responsibilities
- Handle customer queries across multiple channels including web chat, email, and social media, adhering to company procedures and standards.
- Identify and prioritize critical issues, escalating them promptly to the Team Leader and Operations team for resolution.
- Participate actively in team meetings, providing feedback and suggestions to improve service quality.
- Maintain a professional and polite manner while interacting with customers, ensuring a positive experience.
- Probe and troubleshoot customer issues effectively, providing satisfactory solutions within the defined response time.
- Escalate unresolved or complex issues to the appropriate teams for further assistance.
- Achieve and maintain key performance indicators, including response times and customer satisfaction metrics.
- Adhere strictly to shift schedules, internal policies, procedures, and processes.
- Collaborate with team members to meet collective goals and improve overall service quality.
Benefits
Excevo offers a competitive hourly rate of ₹248.13, with payments processed monthly via bank transfer on or before the 5th of each month. The role provides an excellent opportunity to gain experience working with a global organization in a flexible, remote setting. Employees will benefit from a supportive work environment that encourages professional growth and skill development. Additionally, the role offers the chance to work with diverse clients and enhance communication and problem-solving abilities. The company values its employees and promotes a culture of continuous improvement, ensuring that team members are recognized and rewarded for their contributions. Flexible shift timings and the possibility of overtime work provide candidates with the ability to balance work and personal commitments effectively.
Equal Opportunity
Excevo is committed to fostering an inclusive and diverse workplace. We provide equal employment opportunities to all applicants and employees regardless of race, gender, age, religion, disability, or any other protected characteristic. Our recruitment process is merit-based, transparent, and free from discrimination. We encourage candidates from all backgrounds to apply and join our team to contribute to our mission of delivering exceptional service and innovative solutions. Any fraudulent communication claiming to represent Excevo or requesting money for job offers should be reported immediately, as we do not charge any fees at any stage of the recruitment process.
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