Global Night-Shift Customer Experience Advisor

Xplor; Newcastle upon Tyne; On-site; GBP 26,000 - 34,000; Full time

Job summary

Xplor UK is seeking a Customer Support Agent for the Global Operations Contact Centre. You will be the first point of contact for fitness and wellbeing customers worldwide, handling calls, emails and chats and helping them with their service contracts.

This UK-based night-shift role runs four nights per week from 10pm to 9am, with a rotating Friday off every three weeks. Training will be provided and you will join a customer‑centric team that values problem solving and lasting relationships.

Qualifications

• Excellent communication with stakeholders via phone, email, and face-to-face in a clear, caring, concise and professional manner.
• Active listening, patience and empathy to build positive relationships with consumers and colleagues.
• Strong problem-solving with the ability to identify details through a rational process and resolve.
• Attention to detail and ability to document issues clearly.
• Able to work in a team and meet SLAs in a fast-paced environment.
• Willingness to go the extra mile when needed.

Responsibilities

• Answer calls, emails and chats with a high level of customer service and high first-time resolution rate.
• Manage telephone and email communications related to service contracts.
• Resolve first-line queries related to accounts, payments, and contracts.
• Report complex issues and upscale where necessary.
• Engage with consumers regarding overdue balances and collections per policies.
• Identify, progress chase and resolve queries using the query management system.

Skills

Communication

Active listening

Problem solving

Attention to detail

Team player

Fast-paced

Willingness to go extra mile

Job description

Xplor UK is seeking a Customer Support Agent for the Global Operations Contact Centre. You will be the first point of contact for fitness and wellbeing customers worldwide, handling calls, emails and chats and helping them with their service contracts.

This UK-based night-shift role runs four nights per week from 10pm to 9am, with a rotating Friday off every three weeks. Training will be provided and you will join a customer‑centric team that values problem solving and lasting relationships.