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Customer Experience Agent

Job Title: Customer Experience Agent
Contract Type: Permanent
Location: London
Salary: 19000-22000
Start Date: ASAP
Reference: BHO535
Job Published: May 07, 2019 13:45

Job Description

Do you have strong interpersonal abilities with great communication skills at all levels? Do you have a passion for customer service and a desire to work for a premium fitness brand?

We’re looking for a Customer Experience Agent to join our fun & friendly team at our Barbican Support Office. You will be responsible for providing heartfelt service in dealing with inbound & outbound calls as well as emails from new, existing & previous members including general enquiries and simple complaints. You’ll also play an active part in the business achieving the monthly UK retention target.

Your job:
Reporting to the Customer Experience Team Leader, the responsibilities of the Customer Experience Agent include:

Speaking with members in a variety of formats including phone & email; aiming at all times to give heartfelt service
Taking ownership of queries & complaints, ensuring resolution
Ensuring you find effective & helpful solutions to members looking to cancel, driving member retention
Process a wide range of member administration requests as required, including but not limited to, member freezes, change of detail, cancellations and any other member admin requests
Your commitment:

Based in our Barbican Support Office, this is a full time role working 40 hours per week. Working hours are between 8:30am-8:30pm Monday-Friday, 9am-6pm/10am-7pm Saturdays & Sundays (5 days out of 7 on a rota basis); flexibility is required to suit the needs of the business and this may change slightly during peak times.

What we can’t live without:
With the ability to build rapport & be personable in all styles of communication, you will have a genuine interest in wanting to help our members.

To be successful as a Customer Experience Agent, you’ll also have/be:

Customer service experience (this doesn’t have to be in a contact centre environment)
Extremely strong interpersonal abilities & great communication skills at all levels, with the ability to show empathy & understanding
Comfortable working within a robust framework of policies & administrative processes, but also comfortable making alternative suggestions outside of this when it’s right to
Great time management skills & a self-start attitude
The ability to remain calm in high pressured situations and think on your feet
The Perks:
In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. You’ll have a dedicated Manager and a supportive wider team to really set you up for success.

Also, to reward your hard work you’ll get:

Complimentary VA health club membership for you & a buddy!
Discount on loads of Virgin products & services.
33 days holiday (including bank holidays) pro rata
Birthday bonus day off (in addition to your annual leave)
Health care & dental (optional)

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