Customer Service Representative

4 weeks ago


Manchester, United Kingdom The Hut Group Full time

We're a fast-paced, global technology company that specializes in taking brands directly to consumers. Our portfolio includes leading brands and sites such as Myprotein, ESPA, LOOKFANTASTIC, and Cult Beauty, all powered by our integrated digital commerce ecosystem, THG Ingenuity.

We handle everything in-house, from technology and content creation to e-commerce, marketing, manufacturing, new product development, and logistics. Our Fraud Department plays a crucial role in preventing and detecting online fraud.

About the Fraud Department

The Fraud Department is responsible for all aspects of fraud prevention, from awareness and prevention to detection and resolution. Our team uses our award-winning in-house built fraud platform, THG Detect, to combat fraud at THG. We're looking for a skilled Customer Service Representative to join our team.

Key Responsibilities:

  1. Process refunds efficiently, authorizing refunds only when satisfied with the investigation results
  2. Communicate with customers to obtain additional information where required
  3. Manage own case load effectively in line with SLA's
  4. Respond promptly and professionally to queries from internal teams and external contacts
  5. Assist in generating and maintaining daily work volume statistics
  6. Make proactive recommendations to improve refund processes and operational efficiency
  7. Perform other administrative tasks as required to support the team

Requirements:

  1. Proficient in Microsoft packages
  2. Excellent verbal and written communication skills
  3. Ability to analyze information and make sound decisions in line with company procedures
  4. Inquisitive mindset with the ability to assess patterns, detect suspicious activity, and solve problems
  5. Exceptional attention to detail with the ability to manage a high-volume workload while maintaining accuracy
  6. Open, honest, and adaptable to changing situations


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