Customer Services Agent

WE ARE HIRING A CUSTOMER SERVICES AGENT

Ever opened a new bank account and got a weekend away Spent on fashion and received a personal styling session Picked up groceries and walked away with cinema tickets

If so youve probably experienced a TLC Worldwide campaign - without even knowing it.

At TLC we help the worlds biggest brands drive customer acquisition loyalty and engagement with emotionally engaging experience-led rewards. From global banks to high street retailers our programs are designed shift behaviour boost ROI and build genuine brand love at the fraction of the cost of discounting and cash offers. Backed by COSMOS our all-in-one program platform we deliver personalised campaigns at scale with live data smart insights and seamless customer journeys.

Weve spent 30 years mastering what moves customers; combining deep consumer insight a global network of 100000 rewards and a unique ability to drive measurable ROI for brands.

Were 400 people strong across 15 global hubs. A collective of marketers creatives and strategists who care about doing great work - and having fun while we do it. We celebrate bold thinking empower growth and champion the kind of culture that helps people thrive.

Here are a few things that weve got to offer:

• Dynamic & collaborative team in a creative environment with exposure to global clients & colleagues - Check out our clients

• Weekly webinars to support your development through our People Academy

• Annual TLC Wellness Week and programmes throughout the year

• TLC Culture Club - including seasonal social events tasty lunches & more

• TLC Gives Back - volunteering opportunities including off site visits and volunteering leave

• TLC Rise - supporting and empowering women into leadership roles

• Frankies - Our very own awards ceremony where we walk down the TLC red carpet in our best outfits

• TLC Owners Club - Everyone that is part of the TLC experience contributes to our success which is why we all own a piece of TLC as part of our share holder scheme

What youll be doing:

• 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 they 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

Who were looking for:

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

• 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.

• 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.

• 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.

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

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

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 youre excited by everything weve told you then its time to apply!