Customer Service Advisor

Job title: Customer Service Advisor

Location: Stafford Office & up to 2 days remote working per week
Hours: 37.5 hours per week, Tuesday-Saturday
Shift pattern: Tue 11.30am-8pm, Wed 9am-5.30pm, Thur 11.30am-8pm, Fri 9am-5.30pm & Sat 9am5.30pm

Salary: Real Living Wage

About us

TopCashback is one of the largest cashback sites in the world, dedicated to helping our members save money when they shop. The service simplifies the process of earning cash back on online purchases, supporting over 20 million people worldwide to reduce their shopping expenses and enhance their spending power.

With collaborations with more than 6,000 brands, we operate in the UK, US, China, Germany, France, Italy, Spain, and Australia. Our passion for saving money drives every decision we make, focusing wholly on the needs of our members, to whom we provide an award-winning service. Proudly, we are the recipients of the 'Cashback Site of the Year' award at the Moneyfacts Consumer Award nine times and hold a 4.5 rating on TrustPilot.

At TopCashback, since we began, we have been committed to building a fair, diverse and inclusive company. We believe that diversity and nurturing a culture where we can all be our true selves at work, makes us stronger as a business. We celebrate differences and foster a fair and equal environment for us all to flourish in. After all, we spend most of our time together.

With fairness at heart, we‘re committed to being an equal opportunity employer regardless of race, ethnicity, gender, sexuality, religion, disability, nationality, age or similar. Whoever you are, whatever walk of life you are from, we’ll welcome you to our TopCashback family.

The role

To ensure members remain our number one priority by taking pride in the service we provide through  focusing on quality and timely responses. Develop and maintain positive relationships between TopCashback and its members, owning the contact and using ‘investigation’ skills to find appropriate resolutions.

Responsibilities

• To be the first point of contact for Topcashback remaining professional at all times, showing empathy and providing the highest level of service to our members
• To deal with all daily enquiries and/or claims generated by members through support tickets
• Build rapport with our members by identifying their needs and engaging with them in such a way that they will want to use Topcashback in the future.
• Provide a professional and timely response/resolve to member concerns and enquiries
• To ensure communication across all channels is of the highest quality in line with the standards laid down in the quality framework
• To ensure that all member contact is logged, as appropriate on the system
• To liaise with other key office teams, networks and legal sources to further investigations if necessary to resolve a concern or claim
• To ensure member contact, if escalated, is directed to the correct Customer Service Team Leader and/or department in line with the escalation policy

Requirements

• Communication skills, both written and verbal
• To be able to demonstrate experience of dealing with difficult individuals whilst remaining professional, tactful and calm at all times.
• Able to work effectively as part of a team and under your own initiative
• Administrative skills with the ability to prioritise workload effectively with pace and urgency. 
• Be a self-starter who is happy to work on a high workload without needing a high level of support.  In addition they will need to be able to think on their feet and respond to customer queries in a timely manner and offer the appropriate solution or advice.
• Flexible and open-minded approach to working with the ability to be organised. Tenacity, resilience and communication are key to the role as they will need to liaise with colleagues across the business as well as our members.
• Working knowledge of desktop and database applications is required
• Continuous learner with a desire to develop yourself and others