Customer Experience Agent

About the role

The Customer Experience Agent is responsible for handling customer inquiries, complaints, and requests across designated communication channels. The role aims to resolve issues efficiently, maintain high satisfaction levels, and support the Sales team with operational tasks.

Key responsibilities

• Handle 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 teams when necessary.
• Maintain complete and accurate records of all interactions.
• Ensure compliance with company policies, procedures, and quality standards.
• Provide operational support to the Sales team, handling escalations and related requests.
• Coordinate with internal departments to resolve customer and sales 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, Customer Experience, Call Center, or a similar role. Fresh graduates with strong communication skills are welcome.
• Excellent verbal and written communication abilities.
• Strong problem‑solving and complaint‑handling capabilities.
• Customer‑focused mindset with professionalism in challenging situations.
• Good organizational and follow‑up skills with attention to detail.
• Flexibility to work rotational shifts.

Required skills