Customer Experience Agent

Customer Experience Agent | Bristol | Permanent

Salary: £26,500

Hours: Monday to Friday, either 8 am to 5 pm or 9 am to 6 pm on a rotational basis.

Benefits and perks:

• An impressive holiday allowance that increases with your years of service.
• Additional day off for your birthday to celebrate in style.
• Death in Service allowance to support your loved ones in case of tragedy.
• Spend crucial moments with your new-born with our enhanced Maternity and Paternity leave.
• Complimentary day of annual leave for family milestones like graduation or the first day of school.
• Access to a health and wellness program to support your wellbeing.
• Enjoy discounts and rewards through ‘Medicash Perks at Work’.
• Make use of the ride to work scheme to stay fit and save money.

CitySprint aims to become the UK\’s leading courier service provider, currently dominating the Same Day service area. We invest in our people, services, and customer experience to be more intuitive, capable, and responsive than ever before.

This is where YOU come in!

We have a fantastic opportunity for a Customer Experience Agent to manage the daily operations of key contracts, ensuring tasks meet customer and business SLAs. Focus on providing exceptional service, resolving queries promptly, and collaborating effectively with colleagues, clients, and suppliers.

Main responsibilities include:

• Handling all incoming customer calls/emails/cases efficiently and courteously.
• Making bookings accurately and advising clients on suitable options.
• Communicating delays proactively using tracking tools.
• Using Salesforce to document interactions and support root cause analysis.
• Producing clear reports as required.
• Monitoring SLA performance to meet targets.
• Handling queries and complaints, aiming for first contact resolution.
• Ensuring CRM records are complete with touch points and resolution reasons.
• Collaborating with couriers, colleagues, clients, and suppliers.

Key skills needed:

• Strong verbal and written communication skills with attention to detail.
• Proficiency in MS Office.
• Objective troubleshooting and solution-focused approach.
• Ability to work in a fast-paced environment.
• Excellent problem-solving skills and time management.

If this sounds like you, we want to hear from you! Please send your CV explaining why you\’re the best fit for this role.

Note: We do not require agency assistance for this vacancy.

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