Member Experience Agent

Airtime

At Airtime we are all about innovation, because this is how we stay on top. Every one of us has a hunger to succeed and will stop for nothing less than excellence. Crucially, our ethos is underpinned by a culture of teamwork and our shared humility because all that we achieve, we achieve together.

Empowering

We keep the experience fresh with an innovative, original approach, marked by continuous introduction of unique features and benefits. We are about fresh, adaptable and impactful change that sets new standards and differentiates from competitors.

Magnetic

Genuinely engaging and deeply trustworthy. We connect easily, making every experience with us naturally appealing and memorable. Even the way we transform data into engaging, personalised insights is fun and visually appealing.

Uplifting

Bright and optimistic, we offer a positive escape from the mundane. We bring joy to everyday life, transforming routine into moments of happiness and satisfaction. Feel good with every interaction.

The Opportunity

• Maintaining a positive, empathetic and professional attitude toward customers at all times. Our net promoter score is 80+ and our Customer Satisfaction rating is 90+
• Acknowledging, investigating and resolving customer queries
• In depth knowledge of our product so that you can answer member queries
• Ensuring all records of member interactions, transactions, comments and complaints are kept up to date
• Providing feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support
• Liaising with the marketing team regarding customer communications

Requirements

You’ll need to be:

• A self-starter with a strong sense of ownership, and a can-do attitude
• A fast learner who isn’t afraid to get things wrong
• Well organised and possess the ability to prioritise and manage your workload
• A great communicator

Experience using tools such as:

• Customer Service Platform / CRM
• Internal customer service portals
• Review channels
• Social channels

Preferable:

• Experience working in a retail / app technology company
• 2+ years customer service experience
• Providing customer service across Facebook, Twitter, Instagram, and multiple Review sites

Colleague Benefits

• Share options.
• 23 days annual leave, plus one for each year served (capped at 28).
• Birthday leave.
• Learning & development budget / time allocation
• Flexible start & finish hours 06:30 - 10:30 am
• Life assurance at 5x salary
• Health cash plan
• Virtual GP appointments for you and your family
• 24/7 helpline for physical and mental health support, counselling, and other wellbeing resources
• Private Medical Insurance
• Hybrid working between home and office
• City centre location with brand new fit out (when in the office)
• Buy a holiday scheme
• Charity day
• Charity contribution
• Professional accreditation funding
• Enhanced Maternity, Paternity & Adoption leave pay