Customer Experience Agent – Non-Technical

About the role

This role focuses on people, process, and service quality, not hardware or technical troubleshooting. You will ensure customers receive clear, consistent, and empathetic support while collaborating across teams to resolve issues and improve the overall customer journey.

Key responsibilities

• Deliver high‑quality customer support across phone, email, WhatsApp, and digital channels.
• Handle non‑technical inquiries such as service queries, billing questions, and account management.
• Follow and improve customer experience workflows and internal processes.
• Collaborate with internal teams to resolve customer issues end‑to‑end.
• Track and contribute to CX KPIs, including response times, resolution quality, and customer satisfaction.
• Maintain CRM, subscription management, and customer engagement tools.
• Identify recurring issues and recommend process improvements.
• Represent Fieldbase professionally and empathetically in all customer interactions.

Required profile

• Excellent verbal and written communication skills; articulate and confident.
• Reliable, organised, and accountable.
• Deeply customer‑obsessed, focusing on experience and service quality.
• Patient, calm, and compassionate when dealing with customers.
• Strong problem‑solving skills and a proactive mindset.
• Technology‑savvy: comfortable using CRM systems, subscription/billing platforms, and customer engagement tools.
• Genuine interest in people and service excellence.