Customer Care Advisor

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Responsible for delivering exceptional customer experience specific to Love2shop consumer brands; Park Christmas Savings and Love2shop.co.uk whilst ensuring compliance to all policies, processes and regulations.

Operational Accountabilities

• Working on a rota basis be a subject matter expert and flexible in responding to queries from customers of both consumer brands via voice, email, chat and social media channels
• Be a subject matter expert on all physical and digital products sold through the above consumer brands including but not limited to 3rd party products, Love2shop egift cards, Love2shop Contactless Cards, Love2shop Reward Codes and the supporting exchange websites
• Using a 3rd party portal perform KYC searches and follow up referrals
• Process new orders, order amendments and order cancellations
• Process card payments using a 3rd party portal, set up Direct Debits and provide payment information to customers
• Provide customers with account balance information and resolve balance disputes relating to payments, incentives or order amendments
• Maintain customer contact information in accordance with GDPR
• Process account closures and or refunds of deceased customers
• Provide customers with the knowledge and access to manage accounts or orders via self-serve channels (IVR, Web and App)
• Support Marketing growth or retention objectives by completing outbound calls to new and existing customers
• Investigate and resolve disputes relating to missing orders or products
• Raise awareness of suspicious activity and fraud related to agent account fraud, card payment fraud, Direct Debit fraud and respond to fraud as per defined process
• Collate evidence to challenge card issuer disputes
• Monitor social media platforms, respond to direct messages, posts, negative/neutral reviews escalating issues that may have reputational impact to Line Manager/Marketing
• Process Subject Access and Right of Erasure Requests in accordance with GDPR
• Using defined reporting manage customer debt, duplicate accounts and balances without active orders
• Work closely with your Line Manager to deliver high standards of service
• Support team members through achieving constantly high standards of attendance and punctuality
• Provide help and assistance in resolving customer issues ‘first time most of the time’
• Make suggestions and notify the correct departments of any concerns that could impact customers
• Regularly review, identify and address inefficiencies with processes, procedures and customer touchpoints
• Collate feedback and be the voice of the customer supporting other areas of the business with user acceptance and customer experience testing

Risk Management

• Embrace the company’s risk culture by holding yourself accountable for managing day to day risk
• Follow and embed agreed risk and compliance policies and procedures
• Embrace a positive, healthy and safe work environment in accordance with all appropriate legislation and regulations
• Maintain full understanding of GDPR and its relevance to your role complying with company policy
• Maintain full understanding of fraud processes and procedures alerting your line manager to suspicious activity/fraud in a timely manner
• Adhere to Group IT Security Policy
• Undertake appropriate questioning when interacting with customers where account activity is unusual or cannot be reasonably explained
• Escalate the adequacy and effectiveness of the departments fraud processes and procedures
• Comply with PCIDSS regulations ensuring customer card data is processed securely

Essential:

• Agile
• Strong communicator
• Customer focused
• Proven experience within a demanding customer service role
• Proven experience handling customer queries via Telephone, email and web chat
• Problem solver
• Attention to detail
• Competent in the use of Microsoft Office (Word, Excel, Outlook)
• Team player

Desirable:

• Business knowledge
• Working knowledge of business systems
• Appreciation of internal relationships
• Experience handling customer queries via Social Media
• Knowledge of FCA regulations
• Knowledge of Park Christmas Savings products & processes
• Knowledge of Love2shop.co.uk products & processes