Customer Experience Agent

Jobtailor; Leeds; On-site; GBP 26,000 - 38,000; Full time

Job summary

Jobtailor in Leeds is seeking a Customer Service Associate to manage customer conversations with professionalism, speed, and empathy. You will support buyers during the buying process, explain next steps, and overcome objections while upholding high quality standards.

Learn our tone of voice and systems, shadow experienced colleagues, and take ownership of complex cases to resolve them smoothly. You will contribute feedback to improve training and workflows in a fast-growing scale-up with

Qualifications

• Experience in customer service or sales environments.
• Clear verbal and written communication with empathy and clarity.
• Strong problem-solving skills under pressure.
• Ability to handle objections fairly and constructively.
• Balance speed with accuracy and quality.
• Organised with ability to manage multiple priorities.
• Experience using CRM systems and digital communication tools.
• Team-oriented, proactive, solutions-focused approach.
• Background in buying, sales, or complaint resolution.
• Adaptable in a fast-growing scale-up with physical products.

Responsibilities

• Learn tone of voice, systems, and customer service processes.
• Shadow 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.
• Exceed KPIs for quality, efficiency, and customer satisfaction.
• Share feedback and ideas to improve processes, training, and workflows.

Skills

Customer service

Communication skills

Problem-solving

Objection handling

Multitasking

Teamwork

Proactive mindset

Tools

CRM Systems

Digital Communication Platforms

Job description

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