Customer Experience Agent

About the role

The Customer Experience Agent handles inbound inquiries, complaints and requests across designated communication channels. The role aims to resolve issues quickly, maintain high satisfaction levels and support the Sales team with operational tasks.

Key responsibilities

• Respond to customer inquiries, complaints and requests through assigned channels.
• Investigate issues and deliver accurate resolutions within agreed SLA.
• Follow up on pending cases until they are fully resolved.
• Escalate complex cases to relevant internal teams when necessary.
• Maintain complete and accurate records of all customer interactions.
• Ensure compliance with company policies, procedures and quality standards.
• Provide operational support to the Sales team by handling inquiries, requests and escalations.
• Coordinate with internal departments to resolve customer and sales‑related issues efficiently.
• Meet individual and team KPIs such as productivity, quality and customer satisfaction.
• Identify recurring issues and report them to the Team Leader for continuous improvement.

Required profile

• Bachelor’s degree in Business Administration, Commerce or a related field.
• 0–2 years of experience in Customer Service, Call Center or a similar role; fresh graduates are welcome.
• Excellent verbal and written communication skills.
• Strong problem‑solving and complaint‑handling abilities.
• Customer‑focused mindset with professionalism in challenging situations.
• Good organizational and follow‑up skills with strong attention to detail.
• Flexibility to work rotational shifts.

Required skills