Customer Experience Agent

About the Role

Customer Experience Agents at Swiftship are our clients first point of contact when things need attention. You will manage inbound queries across email, live chat, and phone, providing accurate shipment updates and resolving issues swiftly.

Key Responsibilities

• Handle inbound customer enquiries via email, chat, and phone
• Provide accurate real-time tracking updates and delivery ETAs
• Log and escalate shipment damage or loss claims
• Liaise with depot and carrier teams to resolve service failures
• Maintain high CSAT scores through empathetic, solution-oriented service
• Document all interactions accurately in the CRM

What We're Looking For

• 1+ years in a customer service role (logistics experience a bonus)
• Excellent written and spoken English
• Calm, empathetic communication style under pressure
• Proficiency with helpdesk tools (Zendesk, Freshdesk, or similar)
• Availability across UK business hours (8am-6pm GMT)

Nice to Have

• Experience in freight or courier customer support
• Bilingual capabilities
• Knowledge of shipment claims processes

What We Offer

• Fully remote role
• Competitive salary
• Wellbeing days and mental health support
• Career progression into senior support or account management