Customer Experience Agent

Customer Experience Agent

The Customer Experience Agent is responsible for delivering an elevated, luxury-level experience across all service touchpoints. Acting as a key brand ambassador, the role involves managing enquiries, resolving complex issues with care and discretion, and building strong, long-term relationships. The agent plays a vital role in upholding service standards, protecting customer data, and supporting the customer experience as a core function within the business.

• Deliver a premium, personalised customer experience across all service channels
• Act as a brand ambassador, representing the values, tone, and standards of a luxury group
• Manage and resolve complex customer enquiries with professionalism, empathy, and attention to detail
• Proactively liaise with parcel delivery partners in the UK and internationally to investigate and resolve delivery or tracking issues
• Handle sensitive customer information in line with data protection and privacy regulations
• Collaborate closely with internal teams and external partners to identify solutions and improve customer outcomes
• Identify opportunities to enhance processes, service standards, and the overall customer journey

• Previous experience in luxury customer service or sales, ideally within a contact centre or high-volume service environment
• High level of proficiency in written and spoken English; additional fluency in other languages is highly desirable
• Excellent communication skills with the ability to build rapport and trust quickly
• Takes the initiative and confident managing complex or sensitive customer issues with discretion and sound judgement
• Highly organised, professional, and detail-oriented, with excellent spelling and grammar
• Strong understanding of the importance of customer experience as a strategic business function
• Proactive, solutions-focused mindset with the ability to take initiative
• A collaborative team player who thrives in a fast-paced, customer-centric environment

• Competitive salary and benefits package
• A collaborative and inclusive work environment
• Potential to grow & develop within a luxury e-commerce group
• Hybrid working (Min 2 days in Central London office)

• Entry level

• Full-time

• Customer Service

• IT Services and IT Consulting

Location:

London, England, United Kingdom.