Job Title: Customer Service/Admin Support – France Team (UK Based)

Based: London (3 days in the office and up to 2 days remote working)

Hours: 37.5 Monday – Friday

Salary: DOE

Permanent

About

TopCashback is one of the largest cashback sites in the world, dedicated to helping our members save money when they shop. The service simplifies the process of earning cash back on online purchases, supporting over 20 million people worldwide to reduce their shopping expenses and enhance their spending power.

With collaborations with more than 6,000 brands, we operate in the UK, US, China, Germany, France, Italy, Spain, and Australia. Our passion for saving money drives every decision we make, focusing wholly on the needs of our members, to whom we provide an award-winning service. Proudly, we are the recipients of the 'Cashback Site of the Year' award at the Moneyfacts Consumer Award nine times and hold a 4.5 rating on TrustPilot.

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

A truly exciting opportunity for a customer service representative to join a brand-new team to help grow our French operation/website. We are seeking someone with a roll your sleeves up attitude who genuinely does what is needed even if its outside the main role to help to drive our growth in one of the newest market.

You will be responsible for communicating with our French members online, keeping them up to date and providing information about their account, transactions, or payment information. This is done through our Backoffice, various social media platforms, online forums and e-mails.

You’ll also be responsible for supporting the French site and the other international growth teams in various Backoffice admin tasks such as processing cashback claims, setting up and adding offers to the website, reviewing content and spotting any customer-facing issues to help improve the site. You will also support our marketing team with setting up campaigns.

We will provide all the training you will need helping you work in a timely manner and demonstrate good problem solving and customer service skills. And bonus, this is all done online, we are not a call centre environment.

Key Responsibilities

·       Responding to customer support queries through Backoffice, social media sites, online forums and email

·       Troubleshooting all queries using a logical approach

·       Processing and raising cashback claims to retailers in order to recover as much cashback for our members

·       Updating, reviewing, and editing site placements and content.

·       Working to the set service levels and KPIs.

·       Recognizing any issues and alerting the line managers

·       Delivering excellent levels of customer service at all times.

·       Supporting other members of staff within the team.

Requirements

• Native level French (written)
• Clear Communicator - you'll be providing information to other members of the team to enable them to advise our members with up-to-date information.
• Problem Solver - have a logical approach to problem solving.
• Spotting Trends and Attention to detail - delving into the information available and highlighting where trends are forming.

• Time Management Skills – after training, you’ll be required to manage your own workloads, so ability to prioritise is key
• Well organised with the ability to prioritise workload and deadlines
• Computer and Microsoft Excel skills - Full training can be provided, however basic knowledge is beneficial