Customer Experience Agent

As a Customer Experience Agent, you will be the first point of contact for our customers providing technical support as well as dealing with invoice and contract enquiries. We are looking for candidates to have excellent communication skills and a passion for providing customers with an exceptional service.

Responsibilities:

• To ensure we are regularly communicating with clients while exceeding their expectations.
• Maintaining a process driven work environment.
• Manage a variety of queries from start to completion including Billing and service-related matters.
• Ensure all MI is updated.
• Identify own training requirements.
• Understanding and resolving faults within SLA.
• Accurately triaging all tickets and passing to relevant support team for those not resolved by Customer Services & Support.
• Collate and communicate fault information to ensure quick resolution.
• Manage process for communicating service affecting issues to the organisation and our customers.
• Monitor to define patterns and work to lessen recurrence.
• Co-ordination of internal and external resources.
• Liaising with other surrounding support teams on faults/assurance.