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

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

Customer Service Advisor

Key skills