Customer Service Agent, Mumbai

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 achievement, continuous learning, and professional growth. With a focus on building long-term partnerships, Excevo leverages its expertise to help clients navigate the complexities of the digital landscape while maintaining a commitment to quality and excellence.About The Role We are seeking a dedicated Customer Service Agent to join our team remotely from anywhere in India. This role involves managing customer interactions through web chat, emails, and social media platforms, ensuring that each interaction is handled professionally and efficiently. The ideal candidate will possess excellent communication skills, a positive attitude, and a passion for delivering exceptional customer care. This position offers an opportunity to work in a flexible environment, with shifts scheduled between 7:00 am and 10:00 pm UK time, accommodating various time zones and personal schedules. The role is full-time, requiring commitment to a 36-50 hour workweek, with potential weekend work and overtime based on client requirements.Qualifications The ideal candidate should have a minimum of a bachelor's degree and at least four years of experience in customer service. Fluency in written and spoken English is essential, along with strong typing skills capable of responding to a minimum of 12 tickets per hour. The candidate must be tech-savvy, possessing a laptop or PC with a minimum 15.6-inch screen and reliable internet access. Flexibility to work across various shifts, including nights, mornings, afternoons, and public holidays, is required. A positive demeanor, ability to work under pressure with minimal supervision, and a quick learner are highly valued traits. Prior experience in handling customer queries via chat, email, or social media will be advantageous.Responsibilities Manage customer inquiries through web chat, email, and social media platforms following company protocols. Identify and escalate high-priority issues to the Team Leader and Operations team for prompt resolution. Participate actively in team meetings and training sessions to stay updated on policies and procedures.Maintain professionalism and politeness in all customer interactions, ensuring a positive experience. Diagnose and troubleshoot customer issues, providing accurate and satisfactory solutions. Escalate unresolved issues or complex queries to the appropriate supervisory team. Achieve and exceed key performance indicators such as response time, resolution rate, and customer satisfaction scores.Adhere strictly to shift schedules, internal policies, and operational procedures. Collaborate effectively with team members to meet collective goals and improve service quality. Benefits Excevo offers a competitive hourly pay rate of 248.13, paid monthly via bank transfer. The role provides flexible remote working opportunities, allowing you to work from the comfort of your home across India. You will gain valuable experience working with a global organization, enhancing your customer service skills and technical knowledge. The company promotes a supportive work environment that encourages professional development and continuous learning. Additionally, the position offers the possibility of overtime and weekend work, which can increase earning potential. As part of the team, you will have access to ongoing training and development programs designed to help you excel in your role and advance your career.Equal Opportunity Excevo is committed to fostering an inclusive and diverse workplace. We provide equal employment opportunities to all applicants regardless of race, gender, age, religion, nationality, or disability. Our recruitment process is merit-based, transparent, and free from any form of discrimination or bias. We encourage individuals from all backgrounds to apply and join our team, supporting our mission to deliver exceptional services while promoting a culture of equality and respect.