We are currently recruiting for a Customer Care Agent based in our London, Regent Street office. You will be reporting to the Customer Services Manager as well as the Country Market Leader. This is a 6-month temporary contract, with an expected start date in October.

SKILLS, EXPERIENCE AND ATTRIBUTES:

• Computer literate in all Microsoft packages (Outlook, Excel, PowerPoint)
• Organised, with a high sense of priority
• Comfortable working in a fast-paced environment
• Good levels of numeracy, accuracy, and attention to detail
• Strong work ethic, can work independently, and enjoys working as part of a team
• Passionate about our brand and customer service
• Excellent interpersonal skills and the ability to build and maintain strong relationships

• Provide a first-line response and be the point of contact for all customer queries.
• Own and drive resolution through our Voice (Phone), Email, and Chat channels with internal and external customers.
• Primarily responsible for answering customer inquiries for all contact channels for your assigned language market, and supporting other markets where required.
• Respond to all inbound contacts adhering to set targets (daily, weekly, and monthly).
• Review and analyze contact drivers to fully understand our customer needs.
• Achieve top-quality Customer Satisfaction/Quality scores.
• Update all system notes at the end of the customer interaction, ensuring they meet the customer service centre’s required standards.
• Adhere to our complaint management processes and adopt a proactive approach to problem-solving to prevent escalations.
• Continuously review our FAQs and provide feedback to ensure accuracy when necessary.
• Provide translations and feedback to improve our standard responses.
• Demonstrate ‘Role Model’ behaviours by engaging and supporting your colleagues to create a respectful and positive working environment.
• Adopt a professional and friendly manner in all interactions with internal and external customers.
• Ensure compliance with all applicable regulations. This will include but is not limited to all GDPR guidelines.
• Provide support & assistance to your Line Manager with additional requested tasks.