Customer Care Agent

6 months ago


Milton Keynes, United Kingdom Pluxee UK Full time

We are Pluxee, ex-Sodexo Benefits and Rewards Services, we’re inventing entirely new ways to influence and enrich the lives of employees worldwide.

**We bring to life benefit platforms and payment solutions to open up a world of opportunities to our 500,000 clients and 36 million of their employees in 31 countries**

**Your next challenge**

**Main missions**
- The purpose of this role is to deliver excellent customer service to all internal and external stakeholders.
- To take ownership of stakeholder issues and be the single point of contact for all enquiries related to the troubleshooting procedure, the expected resolution time, and updates on the progress made.
- Develop and maintain good knowledge of all products and services.

**Key responsibilities**
- To understand and adhere to all product processes and procedures
- Identify opportunities for improvement and provide feedback on the effectiveness of the customer care processes.
- Undertake and respond promptly to direct contact from stakeholders by telephone and electronic communication within customer care service level agreements.
- Ensure relevant information is recorded accurately.
- Manage workload to meet customer care timeframes.
- Communicate effectively and maintain good working relationships with internal departments.
- Support team members to foster a sense of accountability.
- Identify and escalate suspicious activity on pre-paid card products and voucher redemption.
- Achieve a resolution at first point of contact.
- Minimise escalation.

**You’re a match**
- Customer focus - Building strong customer relationships and delivering customer-centric solutions.
- Being resilient - Rebounding from setbacks and adversity when facing difficult situation
- Ensures accountability - Holding oneself and others accountable for meeting commitments.
- Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Drives results - Consistently achieves results, even under tough circumstances.
- Good working knowledge of the Microsoft Office suite
- Good problem-solving skills
- Confident to highlight issues and suggest ways of improvement
- Good attention to detail, particularly with grammar, spelling, tone of voice and finances
- Organised and methodical
- Ability to work independently
- Team player with a positive attitude
- Ability to communicate well at all levels
- Keen to develop

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Benefits**:

- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Employee mentoring programme
- Enhanced maternity leave
- Enhanced paternity leave
- Free fitness classes
- Free parking
- Gym membership
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Milton Keynes, MK17 8LX


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