Job Opportunities

Customer Experience (CX) Advisor (5+ years)

Customer Experience (CX) Advisor – Night Shift


Role Overview
We are seeking Customer Experience (CX) Advisors to support our UK operations through a 24x7 customer service model. The role will involve delivering high-quality customer support across multiple client accounts through voice, chat, email, and back-office channels while ensuring an exceptional customer experience.

Key Responsibilities
Handle customer enquiries and service requests through inbound and outbound voice calls, live chat, and email channels.
Provide timely, accurate, and professional responses to customer queries while maintaining high customer satisfaction levels.
Investigate and resolve customer issues, escalating complex cases to the relevant teams where required.
Perform back-office support activities including data updates, account administration, ticket management, and documentation.
Maintain detailed and accurate records of all customer interactions within CRM and support systems.
Meet or exceed agreed Service Level Agreements (SLAs), quality standards, and productivity targets.
Support multiple client accounts and adapt to varying customer service processes and requirements.
Identify opportunities for process improvements and contribute to enhancing the overall customer experience.
Required Skills & Experience
Previous experience in a Customer Service, Customer Support, Contact Centre, Helpdesk, or Customer Experience role.
Strong verbal and written English communication skills.
Experience handling voice, chat, and email support channels.
Ability to manage multiple tasks and work effectively in a fast-paced environment.
Strong problem-solving skills with a customer-first mindset.
Proficiency in Microsoft Office and CRM/ticketing platforms.
Preferred Experience
Experience supporting UK, US, or international customers.
Exposure to telecom, technology, SaaS, utilities, financial services, or managed services environments.
Experience working in rotational shifts and 24x7 support operations.

Shift Pattern
12-hour shifts operating on a 3 Days On / 3 Days Off rotation.
Night shift coverage supporting UK operations.
Flexibility to support business requirements across multiple client accounts.
Education
Graduate in any discipline preferred.
Relevant customer service certifications are advantageous.

Key Competencies
Customer Focus
Effective Communication
Empathy & Active Listening
Problem Solving
Attention to Detail
Team Collaboration
Adaptability & Resilience