Location: Wakefield
Hours: 37 hours per week
Monday - Thursday: 8:30am - 4:30pm
Friday: 8:30am - 4:00pm
Pay Rate: £14.00 per hour
Temporary ongoing
Start date: 12 May
Customer Experience Agent
About the Role
We are currently recruiting for a Customer Experience Agent to join a busy and supportive team based in Wakefield. This role would suit someone who is highly organised, detail-oriented, and confident working in a fast-paced customer-focused environment.
The successful candidate will play a key role in supporting the customer journey by ensuring orders, queries, and communications are handled accurately and efficiently while delivering a high standard of customer service.
Customer Experience Agent
Key Responsibilities
Handle incoming calls, emails, web chats, and customer queries in a professional and efficient manner
Process and expedite customer orders while liaising with transport teams to provide accurate delivery updates
Communicate with internal departments regarding urgent customer requests
Take ownership of customer queries and ensure customers are regularly updated until resolution
Accurately capture and maintain customer information using CRM systems
Provide support to customers using online systems and websites
Respond to electronic communications within agreed service level agreements (SLAs)
Ensure customer orders are processed correctly to avoid duplication and delays
Log customer queries, complaints, and follow-ups accurately within internal systems
Prioritise workload effectively, including inbox management, reporting, and administrative tasks
Recommend suitable delivery options to customers in line with company policies and procedures
Maintain up-to-date knowledge through ongoing training and development opportunities
Build effective working relationships with both internal departments and external customers
Customer Experience Agent
Key Working Relationships
You will work closely with:
Customers
Customer Experience Team Manager
Warehouse and transport teams
Drivers
IT support teams
Procurement
Sales and marketing teams
Stock control and quality departments
Requirements
NVQ Level 2 in English and Mathematics, or equivalent experience
Previous experience in a customer service or order management environment
Strong understanding of customer care principles and service delivery
Ability to prioritise workload, multitask, and work under pressure
Strong IT skills, including Microsoft Office applications
Experience using CRM systems
Ability to work independently and meet deadlines
Excellent verbal and written communication skills
Strong interpersonal and problem-solving skills
What We're Looking For
A proactive and organised individual
Strong attention to detail
Ability to remain calm under pressure
A team player with a positive and professional attitude
Someone who takes ownership and delivers excellent customer service
Keywords:
Customer Service Advisor, Customer Support Administrator, Order Management Administrator, Customer Experience Coordinator, Sales Support Administrator, Customer Care Advisor, Order Processing Administrator, Customer Operations Administrator.
Winsearch acts as an employment agency for permanent staff. We recruit for roles based in Engineering & Manufacturing, Food & Drinks, Pharmaceutical, Supply Chain & Procurement and Professional Services. View our latest jobs today on our website (url removed) and follow us on LinkedIn
Consultant - Aleksandra Follert
IndWin
Our clients and their customers come from diverse backgrounds and so do we. We hire our people from various walks of life, each of whom make our company stronger with their talent, uniqueness, and expertise. This is what makes our company special; if you want to help us grow and take this ethos to our clients, then we cannot wait to collaborate with you!
The UK has now left the European Union. Any EU, EEA or Swiss citizens living in the UK that wish to remain in the UK post Brexit need to apply to the EU Settlement Scheme. Although the closing date for applications was 30th Jun 2021, if you have not yet applied but believe that you would qualify under the EU Settlement Scheme, the Home Office have confirmed that they will consider late applications. For further information please see (url removed) />
Many Thanks
Salary description
£14.00 - £14.00 per hour