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, rotated on a two-week basis.

Benefits and perks:

• 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 tragedy.
• Enhanced Maternity and Paternity leave to spend crucial moments with your new-born.
• Complimentary day of annual leave for family moments such as graduations or the first day of school.
• Access to a health and wellness program to support your wellbeing.
• \’Medicash Perks at Work\’ for discounts and rewards on high-street shopping.
• Ride to work scheme to stay fit and save money.
• Interest-free season ticket loans after one year of service for cheaper travel.

CitySprint is rapidly becoming the UK\’s leading courier service provider, dominating the same-day service market. We invest in our people, services, and customer experience to be more intuitive, capable, and responsive than ever before.

This role requires dedication and alignment with our company values and vision. This is where YOU come in!

We offer a fantastic opportunity for a Customer Experience Agent to manage the daily operations of key and complex contracts, ensuring all tasks meet customer and business-specific SLAs. The focus is on delivering exceptional customer service, resolving queries promptly, and fostering strong relationships with clients and suppliers to ensure smooth operations.

Main responsibilities:

• Handle all incoming customer calls, emails, and cases courteously and efficiently.
• Make bookings accurately, advising clients on suitable options using multiple platforms.
• Proactively communicate delays, using tracking sheets to keep clients informed.
• Use Salesforce to document all interactions and resolutions for root cause analysis.
• Produce clear reports as required by clients.
• Monitor SLA performance to meet targets.
• Handle queries and complaints, aiming for first contact resolution.
• Ensure CRM system notes are complete with touch points and resolution reasons.
• Collaborate effectively with couriers, colleagues, clients, and suppliers.

Key skills required:

• Strong verbal and written communication skills with excellent attention to detail.
• Proficiency in MS Office.
• Objective troubleshooting and solution pursuit.
• Ability to work in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Effective time management and ability to meet deadlines.

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

We do not require agency assistance for this vacancy – thank you.

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