Job Description for Customer Experience (CX) Agent Position Title: Customer Experience (CX) Agent Location: London, United Kingdom (onsite) Company: Client About Us: Welcome to Sortitt, the revolutionary marketplace that's reshaping the future of resource acquisition. As a dynamic platform, Sortitt connects businesses with top-tier resources across the globe, transcending traditional constraints. Our cutting-edge approach delivers tailored solutions that precisely match client demands, creating opportunities for professionals seeking remote engagements. At Sortitt, resources are available on demand, and clients are empowered with diverse choices to ensure the best talent with matching skills. Join us in revolutionizing talent sourcing—where innovation, flexibility, and growth converge to redefine success in the modern workforce. Job Summary : We are looking for a Customer Experience (CX) Agent whose mission is to empower customers by providing a high-quality, personalized service that unlocks the full potential of the Client's offerings. This position would be on the client's payroll. You will support customers across multiple channels, including email, live chat, social media, and phone, ensuring their needs are met with honesty and empathy. Your role involves troubleshooting account issues, advocating for customer needs, and contributing to product and process improvements, all within a collaborative team environment. Responsibilities: Respond to customer inquiries via email, live chat, social media, and phone, providing a friendly, efficient, and personalized experience. Stay informed on product updates and process changes to deliver accurate and accountable customer service. Handle a minimum of one "on-call" shift weekly to speak directly with customers over the phone. Identify opportunities to improve customer experience and relay feedback to the product team to enhance the Client's offerings. Collaborate with peers by answering questions on shared platforms and supporting team efforts. Generate helpful content to streamline processes and enhance team knowledge. Conduct investigative work on customer accounts to troubleshoot issues, escalating to relevant teams when needed. Take full ownership of customer inquiries from start to resolution, aiming to exceed customer expectations. Requirements: Background in customer experience, ideally with knowledge of financial products. Proven track record of achieving and surpassing key performance indicators (KPIs) and showcasing improvements in quality and efficiency. Experience managing multiple customer experience ticketing/CRM systems, with the ability to transition smoothly between platforms. Strong customer-centric approach, with empathy and adaptability to meet varying customer needs. Comfort engaging customers on any platform, including via phone, when necessary. Ability to handle complex and evolving product information, with a proactive approach to continuous learning. Skilled in problem-solving and resilience, especially when managing high-stakes financial concerns. Demonstrable written and verbal English skills (equivalent to A-C GCSE level). Benefits: 25 days plus bank holidays Bonus days off for Learning & Development, Mental Wellbeing, Birthday, Moving House & Christmas Working abroad policy (up to 60 calendar days per year) Bupa Health Insurance (YuLife) EAP (Mental health & wellbeing support, Life coach, Career coach) 24/7 GP access (Smart Health via YuLife) Annual subscriptions to Meditopia & FIIT for your mind and body (via YuLife) Discounted shopping vouchers (via YuLife) Enhanced parental leave Ride to work scheme & Season ticket loan Electric car scheme Six nights of Night Nanny for new parents Free Curve Metal subscription for you and your 1 Equal Opportunity Employer: Sortitt, along with its clients, values diversity and inclusion. We encourage candidates from all backgrounds and experiences to apply.