CX Conversation Agent - FTC (Maternity Cover)

TL;DR

CX Conversation Agent: Handle customer queries across telephone, email, and live chat, managing sales, orders, deliveries, returns, and product issues with an accent on problem-solving, resolutions, and compliance with SLAs. Focus on delivering high CSAT scores, monitoring quality issues, and collaborating with other departments for seamless customer experience.

Location: Hybrid in Nuneaton, UK

Company

Premium UK furniture and homeware brand founded in 2008 with 11 stores and ongoing expansion.

What you will do

• Assist customers with sales queries, orders, amendments, and updates on product delays
• Handle delivery failures, returns, exchanges, and coordinate with deliveries and technicians for repairs
• Provide advice and resolutions for product issues while monitoring quality and escalating to managers
• Resolve all queries within SLAs and meet daily interaction and quality targets
• Support onboarding and buddying for new starters
• Achieve customer satisfaction scores (CSAT) targets proactively

Requirements

• Previous customer service experience, ideally in retail or premium brand
• First-class communication, listening skills, and ability to adapt to individual customers without scripts
• Ability to work independently, show initiative, with excellent attention to detail
• Resilience, patient and calm approach, target-driven with multitasking skills
• Strong problem-solving abilities
• Understanding of GDPR requirements

Culture & Benefits

• 25 days holiday increasing by 1 day yearly for 3 years, plus 8 bank holidays
• Enhanced family leave policy, healthcare cash plan, EAP programme
• Staff, friends, and family discounts; shopping discounts; cycle to work scheme
• Half day for Christmas shopping; life assurance 4x annual salary
• Forward-thinking, inclusive culture focused on customer satisfaction and efficiency