Customer Experience Agent

About the role

CitySprint is seeking a Customer Experience Agent to manage day‑to‑day interactions for key contracts. You will be the first point of contact for customers, handling queries, bookings and operational updates while ensuring service levels are met.

Key responsibilities

• Answer incoming calls, emails and cases promptly and professionally.
• Make accurate bookings and advise customers on suitable service options.
• Communicate delays and updates using tracking tools.
• Record all interactions in Salesforce for reporting and analysis.
• Produce client‑specific reports and monitor SLA performance.
• Resolve queries and complaints aiming for first‑contact resolution.
• Maintain up‑to‑date CRM records to support continuous improvement.
• Collaborate with couriers, service centres, clients and suppliers to ensure seamless service delivery.

Required profile

• Strong verbal and written communication with high attention to detail.
• Calm and objective problem‑solving in a fast‑paced environment.
• Proactive attitude and ability to meet deadlines.
• Collaborative mindset and relationship‑building skills.

Required skills

• Salesforce
• Microsoft Office

What we offer

• 25 days annual leave plus bank holidays and a birthday day off.
• Enhanced maternity and paternity leave.
• Free mental health support, including 1:1 therapy.
• Healthcare and wellbeing benefits.
• Family‑friendly days for key life moments and death‑in‑service cover.