Customer Care Agent

About the Role

We are seeking dedicated Customer Care Agents that are passionate about enhancing the experience of business travelers.

As part of the Perk family you'll work on the Click platform supporting a wide range of customers. Our Customer Care team is crucial to our company's success and growth. We value empathetic professionals who understand our mission: making business travelers happy!

If you are a problem solver driven by delivering a 7-Star service and eager to make an impact and revolutionize corporate travel management, you might be the perfect fit for our team.

What You’ll Do

• Be a role model and a trusted advisor by showcasing Perk values and a customer centric approach in every customer interaction.
• Support and engage with our customers with their global business travel requirements
• Communicate with customers via phone, live chat, and e-mail, to effectively resolve travel issues.
• Exceed customer expectations e when managing bookings, queries and requests.
• Answer customer requests and as their trusted travel advisor and think out-of-the-box to provide innovative solutions where appropriate
• Stay up-to-date with new features and product launches in Perk - there are lots so be prepared for some serious innovation!

We are looking for people who

• Have great communication skills, fluency in English, both written and spoken is essential.
• Possess self-motivation, a constant curiosity, and a strong desire to learn with a growth-oriented attitude.
• Are proficient with technology and can handle multiple tasks simultaneously without feeling overwhelmed.
• Are performance-driven and maintain a strong customer-first mentality by delivering high-quality service to a steady stream of customers daily.
• Are great problem solvers. Since we don’t always have immediate answers, you should relish the process of discovering them.
• Excel in a dynamic and collaborative setting, comfortable with change and ambiguity, able to work independently, and exercise good judgment to make decisions that prioritize customer satisfaction.
• Embody our values, add to our company culture and are passionate about travel.
• Are comfortable with an office based environment and have shift flexibility.

What We’re Looking For

• Native or fluent level of English.
• Experience in a customer facing role whether that be retail or call centre environment.
• Experience supporting customers via email, live chat, and phone are a benefit.
• Experience working with KPIs and metrics - specifically with a focus on quality are also a benefit.

What we offer

• Receive competitive compensation and equity ownership in Perk
• Perk offer the real living wage for this role
• Rest and recharge with 25 days of annual leave plus bank holidays
• Take control of your physical health with private medical cover and voluntary dental insurance from Bupa, and discounted gym memberships with GymFlex
• Plan for your future with our qualifying earnings company pension plan with Aviva
• Know that your loved ones are protected financially through your Life Insurance if the worst were to happen
• Rest assured that you’re covered by income protection in case you experience a long-term sickness or absence
• Leverage tax-efficient cycle and electric car schemes with Cycle2Work & Octopus
• Join our unforgettable Perk events, including our spectacular annual summer party
• Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
• Focus on your family with 12-16 weeks’ paid parental leave
• Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
• Broaden your horizons with up to 20 "Work from Anywhere" days per year
• Stay savvy with access to a wide variety of discounts and rewards
• Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
• Let us help you move to one of our hubs with relocation support

Working Hours & Conditions

• Hybrid working Office based in our Birmingham City Centre
• Working hours are on a rotational basis between 8am - 7pm
• Weekly working hours will be 37.5
• 1 weekend in 7 required, with advance notice always given.

Interview Process

Talent Acquisition Interview - 30mins Virtual

Team lead and Team manager interview - 90 min IRL

Final interview - 30mins virtual