Customer Service Agent (CSA)

COULD TLC MARKETING WORLDWIDE BE YOUR NEXT CAREER MOVE?

⭐⭐⭐ WE ARE HIRING A CUSTOMER SERVICE AGENT (6 MONTHS FIXED TERM CONTRACT)⭐⭐⭐

About Us

TLC has become THE global MarTech solution to reward consumer behaviour with experiences. Now operating from 14 worldwide hubs, the TLC Platform connects millions of consumers with over 150,000 experience reward venues. We trust in decades of proprietary data to ensure we offer the right experience to every individual.

At TLC, we know that experiences make life more rewarding!

Job Summary

To provide a professional customer support service and ensure that all customer queries relating to TLC campaigns are dealt with efficiently and to the satisfaction of the customer and our clients.

PLEASE NOTE THAT THIS IS A 6 MONTHS FIXED TERM CONTRACT

Key Responsibilities

· Understand the campaign terms and mechanics and ensure these are adhered to when speaking to customers

· To answer all incoming calls promptly and resolve any customer queries promptly

· To advise customers of products and offer availability and keep them informed on the progress of their booking

· To make outbound calls to suppliers and make customer bookings

· Liaise with other departments as necessary, including product development, client services and sales for campaign updates

· Liaise with agents and partners

· Ensure all necessary reports are accurate and kept up to date

· Estimate costs, for example mail shots and handling fees, for campaigns

· Read spell-check and review presentation of all documents before sending

· Accurate data capturing

· Log and document all incoming and outgoing mail

· Ensure all campaigns are within the service line agreement

· Keep records of all customer details and ensure the are always up to date and compliant with Data Protection Regulations

· Understand the terms and conditions of each active TLC campaign and ensure there are adhered to when speaking with customers

· Work across other customer service functions and understand the activities involved in each area

Skills and Qualifications

Excellent communication and interpersonal skills, organised and able to multitask, good attention to detail

CUSTOMER SERVICE

Experience of working in a call centre and sales-led environment. Ensures all customer queries are dealt with promptly and in a professional manner and to the satisfaction of the customer. Understands campaigns enabling customers’ questions can be answered immediately.

COMMUNICATION

Successfully handles customers’ queries through clear telephone communication. Recognises when information must be communicated to other teams, including product development, client services and other members. Is professional in all types of communication both inside and outside of the company and upholds the reputation of TLC at all times.

ORGANISATION

Plans personal workload and organises tasks but also able to deal with unplanned events of customer queries. Can successfully handle more than one campaign at any one time and ensures that customers are satisfied.

ADMINISTRATION AND REPORTING

Organises work effectively to ensure that information is kept up to date at all times and that reports and records are must be accurate.

Personal Attributes

· Self motivated, keen to learn, enthusiastic and has a positive attitude to work

· Quick thinker and enjoys solving problems

· Proactive and always willing to offer new suggestions and ideas

· Professional at all times

· Team player

· Comfortable with change and unpredictability

What We Offer

• A dynamic & collaborative team
• Creative work environment
• Career Pathway & Progression
• Opportunity for training and upskilling
• Global Clients & Team exposure
• TLC 'Fun Club' & Social Calendar (known to include doggy days in the office )
• TLC Gives Back - Opportunity to get involved with our Charity partner/off site days.
• 'The Frankies' - Our very own awards/staff recognition event.

Being a people-led agency, we hire upon values and believe that our people are what make the beloved TLC culture.

At TLC we aim to create a ‘world within the world’ that is free from prejudice, bias and inequity.

A world where diversity is valued and celebrated, and where we work hard to ensure all our wonderful people are given equal opportunity to succeed.

If you want to be part of the TLC Marketing Worldwide success story, then make sure you click to apply today!

We look forward to seeing your application!

Job Types: Full-time, Fixed term contract

Schedule:

• Monday to Friday

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Application question(s):

• What are your salary expectations per year?
• Are you comfortable working in an onsite setting 5 days a week?
• What is your notice period in weeks?

Work Location: One location