Customer Service Agent - Email / Chat (Remote)

Job description:

Customer Service Agent (Chat/Email Process) Seasonal Contract
Start Date: Within the Next 1 Week
IMPORTANT REQUIREMENTS

• You must have access to a Laptop/PC with a minimum 15-inch screen.
• You must successfully complete the required assessments to be considered for this opportunity.

About Excevo

Excevo is a leading UK-based B2B technology and outsourcing services provider, delivering business and customer support solutions to global clients.

We are currently recruiting Customer Service Agents to support our clients during a peak operational period. This is an excellent opportunity for individuals seeking remote work experience within a fast-paced customer support environment.

Contract Duration

This is a fixed-term contractual opportunity for an initial period of 3 months, specifically to support peak-season operational requirements.

Please note:

• This is not a permanent/full-time employment position.
• Contract extensions may be considered solely based on individual performance, quality, attendance, business requirements, and operational needs.
• There is no guarantee of extension beyond the initial 3-month period.

Key Responsibilities

• Handle customer queries via Web Chat, Email, and Social Media in line with company procedures.
• Provide professional and accurate responses to customer enquiries.
• Identify and escalate priority issues to Team Leaders and Operations teams.
• Actively participate in team meetings, training sessions, and coaching activities.
• Work within rotational schedules as determined by client and business requirements.

Key Performance Indicators (KPIs)

Successful candidates will be expected to:

• Deliver professional and customer-focused service at all times.
• Investigate and resolve customer queries effectively.
• Meet productivity, quality, and service targets.
• Maintain excellent attendance and shift adherence.
• Follow company policies, procedures, and operational requirements.
• Work collaboratively within a team environment.

What We're Looking For

• Passion for customer service.
• Strong written English communication skills.
• Good typing speed and computer literacy.
• Positive and professional attitude.
• Ability to work independently and as part of a team.
• Comfortable working towards targets and performance expectations.
• Ability to work weekends, public holidays, evenings, night shifts, and overnight shifts when required.

Location

Remote - Anywhere in India

Shift Pattern

This role operates on a rotational schedule, which may include:

• Day Shifts
• Evening Shifts
• Night Shifts
• Overnight Shifts

Strict shift adherence is mandatory.

Compensation

• Pay Rate - $2.80 per hour

Performance Bonus

At the successful completion of the initial 3-month contract period, agents may be considered for a performance-based bonus.

Eligibility for any bonus will be assessed based on:

• Quality performance
• Productivity metrics
• Attendance and shift adherence
• Overall contribution and conduct during the contract period

Bonus payments are not guaranteed and will be awarded solely at the company's discretion based on individual performance.

Important Notice: Excevo follows a merit-based recruitment process. We do not charge any fee at any stage of the recruitment process (application, interview, or processing). If you receive any communication requesting money for a job offer or "selection fee" from individuals claiming to represent us, please treat it as a fraudulent attempt. You can report such incidents on the job portals.