Customer Experience Agent

Responsibilities

• Learn our tone of voice, systems, and customer service processes.
• Shadow experienced colleagues to understand customer journeys and best practices.
• Independently manage customer conversations with professionalism, speed, and empathy.
• Resolve queries and complaints fairly and consistently, meeting quality standards.
• Support customers during the buying process, explaining next steps and overcoming objections.
• Build trust through accurate, timely, and clear communication.
• Take ownership of complex cases and collaborate with colleagues to resolve them smoothly.
• Consistently exceed KPIs for quality, efficiency, and customer satisfaction.
• Share feedback and ideas to improve processes, training, and workflows.

Requirements

• Proven experience in customer service, contact centres, or sales environments.
• Excellent verbal and written communication skills, with empathy and clarity.
• Strong problem-solving skills with resilience under pressure.
• Confidence in handling objections and complaints fairly and constructively.
• Ability to balance speed with accuracy and quality.
• Organised and able to manage multiple priorities.
• Comfortable using CRM systems and digital communication platforms.
• Team-oriented mindset with a proactive, solutions-focused approach.
• Background in buying, sales, or complaint resolution.
• Ability to adapt quickly in a fast-growing scale-up environment.
• Experience working in businesses with operational warehouses or physical products.

Core Competencies

Demonstrates strong customer service skills with a focus on effective communication, problem solving, and complaint resolution. Capable of managing multiple priorities while maintaining high standards of quality and efficiency in a fast paced environment.

Tools & Technologies

• CRM Systems
• Digital Communication Platforms