Customer Experience Agent

JOB TITLE:  Customer Experience Agent

DEPARTMENT:  Consumer

REPORTS TO (TITLE):   Retail Lead

Primary objective of the job:

The Customer Experience Agent is responsible for delivering exceptional customer service while proactively working to retain customers through effective communication, issue resolution, and value-added engagement. The role involves handling inquiries, resolving complaints, and identifying opportunities to build loyalty and reduce churn. The agent will represent the company’s values in every interaction and play a vital role in improving the overall Customer Experience (CX).

Number of persons managed/supervised and their positions:

0

Main Duties and Responsibilities:

1. Customer Care & Support
   • Provide timely and professional assistance to customers via phone, email, or chat.
   • Address inquiries related to accounts, services, billing, and technical support.
2. Retention & Loyalty
   • Identify customers at risk of churn and apply personalized solutions to retain them.
   • Promote alternative plans, product upgrades, or offers to encourage continued service.
   • Conduct follow-ups to ensure resolution and satisfaction.
3. CX and Relationship Building
   • Deliver service with empathy, clarity, and professionalism to enhance the customer journey.
   • Capture and document customer feedback and share insights with the CX team.
4. Issue Resolution
   • Investigate and resolve customer complaints or issues efficiently and within set timelines.
   • Collaborate with internal teams (Technical Support, Billing, Sales) to achieve resolution.
5. Product & Service Knowledge
   • Maintain up-to-date knowledge of all company products, services, and promotions.
   • Educate customers on service features, self-service tools, and digital solutions.
6. Data Management & CRM Updates
   • Accurately log customer interactions, feedback, and resolutions in the CRM system.
   • Maintain data integrity and ensure compliance with privacy policies.
7. Performance & Targets
   • Meet or exceed individual targets including call quality, retention rate, and customer satisfaction (CSAT).
   • Participate in coaching sessions and training to enhance performance.
8. Support CX & Retention Initiatives
   • Take part in campaigns, surveys, or projects aimed at improving retention and the overall customer experience.
   • Provide feedback to improve processes, offers, or service delivery.

Academic qualifications and experience required for job:

• 1–2 years of experience in customer service, sales, or retention roles
• Strong communication and interpersonal skills
• Ability to handle difficult conversations and negotiate positive outcomes
• Customer-focused mindset with a proactive approach to problem-solving
• Familiarity with CRM systems and customer support platforms
• Basic proficiency in Microsoft Office Suite

Functional Skills:

• Strong Leadership and Motivational Skills
• Highly developed written and oral communications skills
• Outstanding time management and organizational skills

Internal/External contacts:

• All staff members
• Line managers
• External parties

Working Conditions: (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, etc.

• May be required to work irregular hours including weekends and public holidays