Job Description

We are looking for a service-minded and proactive English speaking Customer Experience Agent to join our local team in Northampton - VELTUFF UK. This is a full-time position (Monday-Friday, 07:00-16:00) where you will play a key role in supporting our B2B customers and ensuring a smooth experience across their entire journey.

You'll be part of a high-performing CX team focused on ownership, escalation handling, and continuous improvement -- not just answering questions but actively improving how customers experience VELTUFF.

Your Role & Responsibilities

Deliver exceptional email, chat and phone support to our customers. Guide new customers through the onboarding journey. Handle escalations and complaints that require personal attention and follow-up Approve and resolve complex returns, credits, and refund exceptions Identify pain points across the customer journey and drive experience improvements Take ownership of KPIs like CSAT, Return Resolution, and On-Time Orders, working closely with internal teams to improve them Collect Voice of Customer (VOC) insights (e.g. CSAT) and feed them into process improvements Collaborate with Sales, Purchasing, Finance and Warehouse to proactively manage customer expectations
What We're Looking For

Fluency in English (written and spoken) Strong communicator and confident phone presence Experience in a customer-facing or B2B service role is an advantage Problem-solver with a proactive mindset and attention to detail Comfortable using CRM systems, webshops, and working cross-functionally Naturally takes responsibility and enjoys driving improvements
Job Type: Full-time

Application question(s):

Please list any ERP and CRM systems you have experience with, including the specific platforms. Are you willing to commute to 1 Regal Cl, Northampton NN3 6LL, United Kingdom for this job?
Experience:

B2B and/or customer-facing service role: 2 years (preferred)
Language:

English (required)
Work Location: In person