Customer Experience (CX) Agent

#WeAreAverdaAbout AverdaAverda is a leading global provider of integrated waste management and environmental services, delivering innovative, sustainable solutions to some of the world’s most complex waste challenges. Operating across multiple markets, we are committed to transforming waste into value while safeguarding the environment, supporting our communities, and driving operational excellenceOverview As a Customer Experience (CX) Agent, you’ll be at the heart of every customer touchpoint, managing communications across multiple channels, including inquiries and complaints. Every interaction is an opportunity to deliver exceptional service, build trust, and turn moments into memorable experiences.You’ll play a key role in delivering high-quality customer experience across all interactions, ensuring customer concerns are resolved efficiently and professionally while identifying opportunities to enhance satisfaction and engagement. This role will contribute to continuous improvement of the customer journey and support the achievement of Net Promoter Score (NPS) and broader customer experience objectives.Reporting to the CX Lead, the role is part of Averda’s Global Customer Experience Centre, supporting a customer-centric, high-performance environment. It requires strong collaboration, attention to detail, and administrative accuracy to ensure consistent service delivery and operational excellence.What You’ll Be Responsible For:Customer ServiceHandle customer enquiries, requests and complaints across service channels.Resolve queries promptly and coordinate with internal teams when required.Deliver professional and customer-focused service.Customer ExperienceTrack and follow up on requests within agreed SLAs.Escalate service issues and recurring concerns appropriately.Support customer satisfaction, quality and NPS targets.Administration & SupportMaintain accurate customer records and CRM updates.Support smooth coordination with internal teams.Complete reports and administrative tasks on time.Qualifications3+ years of relevant experience in an MNCDiploma or higher, preferably in Business AdministrationComfortable working on a rotating shift scheduleKnowledge & SkillsExposure to both B2B and B2C customer environmentsStrong understanding of customer service principles and best practicesExcellent English communication skills (spoken and written)Hindi/Arabic an advantageIntermediate to advanced MS Office skills, especially ExcelExperience in waste management, logistics, or service operations is an advantageHighly organized, detail-oriented, and able to manage multiple customer interactions and administrative tasks.Adaptable team player with the ability to perform effectively in a fast-paced, service-driven environment.Proficient in CRM and ERP systems; exposure to digital tools and AI-enabled technologies is an advantage.What Makes You a Great FitYou will demonstrate a strong customer-first approach and take ownership of resolving customer queries and concerns.You will remain calm under pressure and deliver effective service in a fast-paced environment.You will stay organized, maintain attention to detail and manage multiple priorities efficiently.You will learn quickly, adapt to changing customer and operational requirements, and embrace new processes.You will contribute positively to the team and collaborate effectively to deliver a consistent customer experience.If you think you have what it takes to make the world a cleaner place, if you can see value where others see waste and if you aren’t afraid of a challenge, why not start your journey with us today.Averda welcomes candidates from all backgrounds, actively promotes diversity in the workforce, and is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED*