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Customer Experience Agent | Bristol | Permanent
Hours: Monday to Friday, either 8 am to 5 pm or 9 am to 6 pm.
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 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 first day of school.
* Access to a health and wellness program for your wellbeing.
* Enjoy discounts through ‘Medicash Perks at Work’.
* Cycle to work with our ride to work scheme.
* Save with interest-free season ticket loans after one year of service.
CitySprint aims to be the UK’s leading courier service provider, currently 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.
We value hard work and commitment to 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 SLAs. The role focuses on delivering exceptional customer service, resolving queries promptly, and collaborating effectively with colleagues, clients, and suppliers to ensure smooth operations.
Main responsibilities include:
* Handling all incoming customer calls/emails/cases efficiently and courteously. Making bookings accurately and advising clients on options using multiple platforms.
* Proactively communicating delays, using tracking sheets to keep clients informed.
* Using Salesforce to log all interactions and resolution reasons for root cause analysis.
* Producing clear reports as required by clients.
* Monitoring SLA performance to meet targets.
* Handling queries and complaints across contact channels, aiming for first contact resolution.
* Ensuring CRM notes are comprehensive for analysis.
* Collaborating with couriers, colleagues, clients, and suppliers.
Key skills needed:
* Strong verbal and written communication, 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 meeting deadlines.
We do not require agency assistance for this vacancy – thank you in advance.
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