Customer Care Agent

Overview

We are searching for committed Customer Care Agents who are passionate about improving the experience of business travelers. As part of Perk's team working on the Click platform, you will support a diverse group of customers. Our Customer Care department plays a vital role in the success and expansion of our company. We value empathetic individuals who align with our mission to delight business travelers.

Key Responsibilities

• Demonstrate Perk's core values and apply a customer-first mindset in every interaction.
• Provide support and engage with customers regarding their worldwide business travel needs.
• Communicate via telephone, live chat, and email to resolve travel-related issues effectively.
• Surpass customer expectations when handling bookings, queries, and service requests.
• Act as a trustworthy travel advisor by addressing customer inquiries creatively and offering innovative solutions.
• Keep yourself informed about the latest features and product releases from Perk, embracing ongoing innovation.

Desired Attributes

• Excellent communication skills with fluency in English, both spoken and written.
• Self-driven with a continuous curiosity and eagerness to learn and grow.
• Technologically adept, able to manage multiple tasks without feeling overwhelmed.
• Performance-oriented with a strong focus on delivering exceptional service consistently.
• Outstanding problem-solving skills and a willingness to seek solutions in uncertain situations.
• Ability to thrive in a dynamic, collaborative environment, adapt to changes, and work independently with sound judgment prioritizing customer satisfaction.
• A passion for travel and alignment with company culture and values.
• Willingness to work in an office setting with flexible shift availability.

Qualifications

• Native or fluent English proficiency.
• Experience in customer-facing roles such as retail or call center environments.
• Previous exposure to supporting customers via email, live chat, and phone preferred.
• Familiarity with KPIs and quality-focused metrics considered an advantage.

Benefits and Compensation

• Competitive salary plus equity ownership in Perk.
• Compensation aligned with the real living wage.
• 25 days of annual leave plus bank holidays for rest and rejuvenation.
• Comprehensive private medical insurance, optional dental coverage via Bupa, and discounted gym access through GymFlex.
• Retirement planning through a qualifying earnings pension with Aviva.
• Life insurance coverage for financial security of loved ones.
• Income protection benefits in case of prolonged sickness or absence.
• Tax-beneficial schemes for bicycles and electric cars through Cycle2Work and Octopus.
• Participation in memorable Perk events, including the annual summer party.
• Access to mental health support services with Spring Health offering therapy and coaching sessions.
• Paid parental leave ranging from 12 to 16 weeks.
• Opportunity to volunteer for 16 paid hours annually supporting charitable causes.
• Up to 20 days per year of "Work from Anywhere" options.
• Discounts and rewards across various products and services.
• A fully paid four-week sabbatical available after completing five years with the company.
• Relocation assistance to one of the Perk hubs.

Work Schedule and Environment

• Hybrid work model at the Birmingham City Centre office.
• Rotational shifts scheduled between 8:00 AM and 7:00 PM.
• Expected weekly working hours total 37.5.
• One weekend in seven is required to work, with prior notice provided.

Recruitment Process

• A 30-minute virtual interview with Talent Acquisition.
• A 90-minute in-person interview with the Team Lead and Team Manager.
• A concluding 30-minute virtual final interview.