Customer Experience Agent

CitySprint; Bristol; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading courier services provider in Bristol is looking for a Customer Experience Agent to manage day-to-day operations of key contracts. The role demands exceptional phone and email communication, effective problem-solving skills, and the ability to work in a fast-paced environment. You will ensure tasks align with customer SLAs and maintain high service standards. Benefits include an impressive holiday allowance and enhanced parental leave.

Benefits

Impressive holiday allowance

Additional day off for your birthday

Death in Service allowance

Enhanced Maternity and Paternity leave

Health and wellness program

‘Medicash Perks at Work’ discounts

Ride to work scheme

Interest-free season ticket loans

Qualifications

• Strong communication skills are essential to interact with clients effectively.
• Proficiency in MS Office is required for various reporting and communication tasks.
• Must demonstrate effective problem-solving skills and attention to detail.

Responsibilities

• Manage customer inquiries quickly and efficiently through calls and emails.
• Make accurate bookings and advise clients on options available.
• Monitor SLA performance to ensure satisfaction targets are met.

Skills

Strong verbal & written communication skills

Attention to detail

Understanding of MS Office

Problem-solving abilities

Time management skills

Tools

Salesforce

Job description

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Customer Experience Agent | Bristol| Permanent

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

Benefits and perks:

• Animpressive holiday allowancethat rises in line with your years of service.
• Additional day offfor your birthday so you can celebrate in style.
• Death in Serviceallowance to ensure your loved ones are provided for in the event of tragedy.
• Spend those crucial moments with your new-born baby with ourenhanced Maternity and Paternity leave.
• Complimentary day of annual leaveto cherish unmissable family moments – could be graduation, first day of school.
• Look after your wellbeing with access to ahealth and wellness program.
• Make the most of‘Medicash Perks at Work’– a tool for CitySprint colleagues to enjoy a variety of high-street discounts and rewards.
• Ourride to workscheme means you can keep fit while saving money – what’s not to like?!
• Travel for cheaper withinterest freeseason ticket loans(available after a years’ service)

CitySprint is on a Fast track to become the UK’s leading courier services provider, with current market domination of the Same day service areas already.

Through regular investment in our people, our service offering and our customer proposition, we are paving the way for courier services to be more intuitive, more capable, and more responsive to our customers’ needs than ever before!

Being this awesome takes a lot of hard work and commitment to our company values and vision.

This is where YOU come in!

We have afantastic opportunity for a Customer Experience Agent to managethe day-to-day operations of key and complex CitySprint contracts, ensuring all tasks are completed in accordance with customer and business-specific Service Level Agreements (SLAs). focusing on providing exceptional customer service and support, resolving queries at the first point of contact to deliver a prompt and courteous service to all clients. Collaborate effectively with colleagues across the business, fostering strong professional relationships with both clients and suppliers to ensure a smooth and efficient service.

Main responsibilities within the Customer Experience Agent role:

• Confidently deal with all incoming customer calls/emails/cases quickly, courteously and efficiently.
• Make bookings accurately, advising clients of suitable options to fit their requirements using multiple booking platforms.
• Proactively communicate delays to clients, utilising the client's tracking sheet to ensure they are kept informed, where applicable.
• Proactive use of Salesforce to note all touch points with resolution reasons to support detailed root cause analysis.
• Produce clear and concise reports in the appropriate format as required by the client.
• Monitor SLA performance to ensure targets are bring met.
• Handle queries and complaints via any contact channel and where possible ensure that we deliver first contact resolution.
• Ensure the CRM system is noted with all touch points and resolution reasons to support detailed root cause analysis.
• Collaborate effectively with all stakeholders Couriers, Service Centre Colleagues, Clients and Suppliers.

The key skills needed for the role include:

• Strong verbal & written communication skills, with excellent attention to detail.
• Understanding of MS Office in particular.
• Remains objective, actively troubleshoot and pursues solutions when issues/problems occur.
• Able to work in a fast-paced environment
• Strong problem-solving abilities with great attention to detail.
• Demonstrates effective time management skills and meets deadlines.

We do not require the assistance of agencies with this vacancy – thank you in advance.