Online Customer Service Advisor Permanent

Position: Online Customer Service Advisor
Salary: £21,255
Location: Hybrid – Stafford office /remote

 Shift Pattern: Hybrid working. Fixed Shift patterns to include a full weekend shift with 2 consecutive week days off

Hours: 9.00am until 5.30pm other than Saturday which is 8.00 until 4.30.

About us 

TopCashback is one of the world’s biggest cashback sites and we help save our members money when they shop. We have more than 20 million members globally and work with more than 6000 brands across three different continents.

We’re extremely proud to provide an award-winning service to our members. Most recently we have won one of the most prestigious accolades for UK businesses -the Queen’s Award for Enterprise in International Trade. We are a six time winner of Cashback site of the year at the Moneyfacts Consumer Awards. We have also won a range of accolades at the prestigious Performance Marketing Awards including Industry Choice of Publisher (six times in the last seven years) and Best Team in Performance Marketing (won in 2021).

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

You will be responsible for communicating with members online, keeping them up to date and providing information about their account, transactions or payment information embodying our company’s strong ethics led values. This is all done predominately over our tailored online support ticket system with the potential opportunity to respond to customers through social media platforms.

We will provide all the training you will need to work in a timely manner and demonstrate good problem solving and customer service skills.

Key Responsibilities

• Responding to customer support queries via an online support ticket system
• Taking responsibility for all received queries
• Troubleshooting all queries using a logical approach
• Recognising any issues and alerting the line managers

Required Skills

Clear communicator – producing written communication that our members can understand

Problem solver – have a logical approach to problem solving

Time Management Skills – after training you will be required to manage your own workloads and maintaining set targets

Computer skills – Full training will be provided however basic knowledge of how to use a computer and how to use of Microsoft office would be beneficial