Customer Experience Agent at Fieldbase Services Limited

• We’re looking for a Customer Experience Agent who is deeply invested in how customers feel, how issues are handled, and how smoothly things run behind the scenes.
• You’ll work across teams to improve customer journeys and ensure customers are supported clearly, calmly, and consistently.

What You’ll Do

• Deliver high-quality customer support across phone, email, WhatsApp, and digital channels
• Handle non-technical customer issues such as service queries, billing questions, onboarding, and account management
• Follow and help improve customer experience processes and workflows
• Work with internal teams to resolve customer issues end-to-end
• Track and contribute to CX KPIs such as response times, resolution quality, and customer satisfaction
• Use and maintain CRM, subscription management, and customer engagement tools
• Identify recurring issues and flag opportunities for process improvement
• Represent the company professionally and empathetically in all customer interactions

Who You Are

• Very articulate, confident spoken and written communication
• Reliable, organised, and accountable
• Obsessed with customer experience and service quality
• A patient, calm, and compassionate communicator
• A problem-solver who goes the extra mile to get issues resolved
• Technology-savvy and comfortable using: CRM systems; Subscription and billing platforms; Customer engagement tools; Genuinely interested in people, not scripts

What This Role Is Not

• Not a technical support or hardware role
• Not a call-centre script-reading role
• This is about quality, clarity, and consistency.