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Customer Service Advisor

Posted 6 February by T101 Limited Ended

**Please note that this role involves dealing with gay adult material, if you are not comfortable with this, please do not apply**

ABOUT THE ROLE

The Customer Service Advisor is the main point of contact for our customers during the week by responding to and creating outbound emails in English (and if able, French and/or Spanish), working in our head office in Islington, London. This role is Monday to Friday, from 10am-6pm.

The right person will need to be comfortable with working around material of an adult nature, specifically tailored towards gay men in a fetish community.

This post is ideal for someone who has a history of Customer Service experience and who is looking for a challenge in an exciting sector, dealing with a multitude of colourful characters and interesting material. You should have the ability to focus while showing great attention to detail as there are lots of queries from our members which require prompt, yet professional responses. A high level of accuracy and typing skills are essential to this role, as is a little bit of personality and a lot of enthusiasm!

WHAT’S IT LIKE TO WORK AT T101?

  • Like you, we all take pride in our work and creating positive experiences for our customers
  • There’s a fun, relaxed atmosphere at our attractive office in Islington, London located between Angel and Old Street with plenty of space, casual environment, comfy chairs, complimentary soft drinks, coffee, tea and fruit
  • We all enjoy our jobs and care very deeply about growing as individuals, as a team and as a business
  • The Customer Services team works together to find solutions for our customers, and your ideas and input are invaluable

YOU SHOULD:

  • Have at least two years of previous customer service experience
  • Have a positive attitude to work, with the ability to learn quickly
  • Have a native level of written and verbal English skills
  • Take pride in the quality of your work with strong attention to detail
  • Ability to organize your own work and self-motivate
  • Have a very high level of confidentiality and trustworthiness

RESPONSIBILITIES:

PROVIDING CUSTOMER SUPPORT

  • Delivering fast, friendly and accurate customer support always
  • Delivering high standards of customer service while achieving KPI’s
  • Handling complaints and customer issues to resolution
  • Ensuring all communications are handled with privacy, respect and adherence to data protection laws
  • Investigating and escalating customer issues following established escalation procedures
  • Providing help and advice to customers on T101 products and services
  • Issuing refunds and compensation to customers where appropriate
  • Keeping up to date with new and changed products and services

OTHER TASKS

  • Monitoring newly created profiles to ensure they comply with T101 policies
  • Liaising with the image classification team on image queries
  • Updating help articles and standard responses in advance of proposed feature releases
  • Collate relevant information for monthly reports to the wider management team
  • Assist the Operations team with office administrative tasks
  • Answering the office phone and door in a polite and courteous manner

SKILLS AND REQUIREMENTS

  • Competent with Microsoft Office (Outlook, Word & Excel)
  • Computer and Smartphone literate
  • Typing speed of 50 + WPM
  • Process excellent communication skills
  • Good time management skills
  • Positive attitude and approach

NICE-TO-HAVES

  • Fluent written skills in French or Spanish (or both)
  • Awareness of the Fetish or LGBT scenes
  • Availability to cover the odd weekend or bank holiday if required

PACKAGE DETAILS

  • £20k per annum
  • Private Health Cover
  • Pension contribution matching
  • Performance-based bonus and salary review every April
  • Cycle to Work Scheme
  • 20 days holiday (pro-rata)
  • Up to 3 additional days holiday awarded upon long service
  • Option to buy up to 6 extra holiday days per year

Required skills

  • Confidentiality
  • Customer Support
  • Organisational Skills
  • Typing
  • People Skills

Reference: 34406680

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