CX Agent

Key Responsibilities

• Respond to phone, email, and letter correspondence from customers within the agreed timescales.
• Offer the customer, wherever possible, a personalised service and maintain a professional ‘tone of voice’ in all communication with customers.
• Aim to resolve the customers’ query at the first point of contact. If this cannot be achieved, then keep the customer regularly updated with the progress of their query.
• Keep track of responses and actions needed from colleagues to ensure the customer receives an answer to their query promptly.
• Perform administrative duties as required.
• Comply with procedures and timescales as directed.
• Establish relationships with internal and external stakeholders to ensure the customers’ query is responded to in a timely manner.
• Handle difficult situations and complaints in a professional manner.
• Follow GDPR guidelines where required.

Skills, Knowledge & Expertise

• Strong communication skills – both written and verbal.
• Strong time management skills to meet deadlines and comply with agreed procedures.
• Excellent organisational skills.
• Strong problem-solving skills.
• The ability to stay calm under pressure.

Benefits

• On-the-job training and continuous personal development opportunities.
• Regular performance feedback and 1:1s to help you succeed.
• Support for family events, personal support, and a focus on having fun in the workplace.
• Opportunities for career progression.
• Competitive benefits.

• Discretionary ScotRail Season Ticket (home to work)
• Discretionary bonus scheme
• Hybrid working (1 day per week, after probation)
• Living Wage and Living Hours Accredited
• 34 days holiday (including public holidays) with option to buy additional
• Generous salary exchange Pension Scheme and Life Assurance Scheme
• Optional Health Cashplan Scheme
• Employee Assistance Programme and Wellbeing Support including mental, physical, financial and social
• Flexible dress code where you can Dress for Your Day!
• Social events including Summer Event and Christmas Party