Customer Experience Agent

Location:  London, UK (Hybrid)

Reporting To:  Founder Associate

Employment Type:  Permanent, Full-time

Salary:  £28,000 per annum

Start Date:  ASAP

The Opportunity 

We're looking for a Customer Experience Agent to help deliver an exceptional experience for every customer who interacts with CO2 YOU.

This is a hands-on role where you'll become an expert in our products, services and customers. You'll be the first point of contact for enquiries, helping customers quickly and professionally while ensuring every interaction leaves a positive impression.

Working closely with the wider team, you'll help us deliver a consistently high standard of customer service while contributing ideas to improve our processes and customer journey.

If you're naturally organised, enjoy solving problems and take pride in helping people, we'd love to hear from you.

What You'll Do 

• Handle customer enquiries across email, live chat and phone for both D2C and B2B customers.

• Resolve customer issues quickly, professionally and with empathy.

• Process subscription changes, orders, returns and account enquiries.

• Work with colleagues across Operations and Logistics to resolve customer queries efficiently.

• Identify recurring customer questions and suggest improvements to help us provide an even better service.

• Help maintain our customer help centre and internal knowledge base.

• Support the team in testing and using new tools that improve the customer experience.

• Maintain accurate customer records and ensure every interaction is documented correctly.

• Deliver a consistently high standard of customer service across every channel.

Who You Are

We're hiring for attitude as much as experience. The ideal person will:

• Be naturally curious and enjoy solving problems.

• Communicate clearly and professionally, both verbally and in writing.

• Be organised and able to manage multiple priorities.

• Take ownership of customer issues and see them through to resolution.

• Have excellent attention to detail.

• Be comfortable learning new systems and technology.

• Enjoy working collaboratively within a friendly, growing team.

• Have a positive, proactive approach and genuinely care about helping customers.

What You've Done

We're more interested in your potential than ticking boxes. You might have:

• Experience in a customer-facing role such as customer service, retail, hospitality or account management.

• A track record of providing excellent customer service.

• Strong written communication skills with good attention to detail.

• Experience using customer service platforms or CRM systems.

• An interest in learning new technology and systems.

• Experience within e-commerce, subscriptions or B2B customer service would be an advantage but isn't essential.

No degree required. We're looking for someone with the right attitude, strong communication skills and a genuine desire to deliver excellent customer service.

What We Offer

• £28,000 salary.

• Hybrid working.

• 23 days' annual leave, plus your birthday off.

• Additional annual leave after two years' service.

• Pension scheme.

• Private healthcare.

• £500 annual wellbeing allowance.

• A supportive, collaborative team where you'll be trusted, valued and given the opportunity to develop your skills.

How to Apply

To apply, please submit a CV and a short covering note explaining why this role is the right fit for you. Applications should be sent to sam@co2you.com.

CO2 YOU is an equal opportunities employer. We welcome applications from all suitably qualified individuals regardless of age, disability, gender, race, religion or sexual orientation.