Shearwater Recruitment

Customer Experience Agent

Job Description

The Customer Experience Agent plays a key role in delivering a high-quality customer experience. Reporting to the Customer Experience Team Leader, the agent will act as the first point of contact for customers, focusing on onboarding, basic technical support, and general account queries.

Key Responsibilities:

  • Respond to inbound customer contacts across all communication channels in line with defined service level agreements (SLAs).

  • Provide basic technical troubleshooting support for residential services, aiming for first contact resolution or escalation as necessary.

  • Assist with general account queries, ensuring positive customer outcomes.

  • Offer up-to-date product and service information.

  • Facilitate customer onboarding, ensuring required information is accurately captured.

  • Process orders, including scheduling of equipment delivery and engineering resources.

  • Keep customers informed regarding the status of their orders and any fault escalations.

  • Configure broadband routers as part of the order management process.

  • Accurately log service tickets with appropriate detail.

  • Support internal projects as assigned.

  • Collaborate with engineering teams to ensure prompt service delivery and fault resolution.

  • Advocate for customers by delivering outstanding service and collecting feedback for continuous improvement.

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