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Xplor is a cloud-based software company providing intuitive technology solutions to small and medium-sized businesses. As a Customer Service Advisor in the Fitness & Wellbeing Enterprise vertical, you will be the first point of contact for clients, handling inquiries via phone, chat, email, and ticket systems.
You will serve as an extension of clients' teams, supporting them with Xplor's comprehensive suite of technologies, payment capabilities, and value-added services. Your day-to-day responsibilities include:
• Answering calls and resolving customer issues on the spot with a positive attitude
• Handling customer queries about accounts and contracts, escalating to your Team Leader only when necessary
• Capturing learning from queries and issues to drive continuous improvement, sharing insights with your team
• Managing overdue balances and client communications while maintaining accurate system records
• Utilizing provided scripts and materials to meet Xplor's service levels and priorities
You'll work in a fast-paced environment where no two days are the same. The role is based in the Newcastle upon Tyne office and is full-time, in-office.
Xplor's culture is guided by five core values: Find a Better Way, Do the Right Thing, Say it Straight, Win Together, and Own the Outcome. The company offers flexible working arrangements, paid parental leave, three extra days off annually for volunteering (#GiveBackDays), access to free mental health support, and is committed to diversity and inclusion initiatives including a D&I Council and Global Mentorship Program.
Requirements:
• Excellent communication skills (phone, email, face-to-face)
• Strong problem-solving abilities
• Detail-oriented with clear documentation skills
• Team player mentality with willingness to support colleagues
• Adaptability to fast-paced, dynamic environments
• Must be legally authorized to work in the United Kingdom (no visa sponsorship available)
• Ability to complete background and identity verification checks
