Multichannel Customer Experience Agent

Join our team as a Multichannel Customer Experience Agent, where you'll be the first point of contact for our customers, handling a wide range of queries with confidence, clarity, and empathy. You'll work across several systems and platforms, contributing to seamless service, fast resolutions, and meaningful customer connections. Your key goals will include delivering exceptional customer service, resolving enquiries end-to-end, maintaining accurate logging and documentation, collaborating effectively with internal teams, and identifying patterns in customer feedback.

• Deliver exceptional customer service across all channels, achieving high satisfaction and accuracy benchmarks.
• Resolve customer enquiries end-to-end, aiming for first-contact resolution wherever possible.
• Collaborate effectively with internal teams to solve complex issues and share knowledge.
• Strong problem-solving mindset with a focus on getting it right first time
• Experience working in a multichannel or contact centre environment
• Experience in a customer-facing role, ideally across more than one contact channel
• Empathetic, resilient and calm under pressure
• A collaborative team player with a positive influence on team culture
• Confident communicator (written and verbal) who can adapt tone and approach to different customer needs
• Tech-savvy and comfortable learning new systems and tools
• Knowledge of CRM or customer case management systems
• Ability to multitask and manage multiple platforms and contact types simultaneously