Customer Experience Advocate handling requests for the French market in a SaaS company. Providing support through various channels and ensuring customer satisfaction while engaging with multiple teams.
About the role
- Customer Service Advisor engaging with members to resolve inquiries and provide assistance. Focused on delivering professional service while maintaining high-quality communication standards.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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