Customer Service Representative, Reward Gateway

• Strong communication skills, both verbal and written, so you can connect with customers and colleagues effortlessly
• The ability to thrive in a fast-paced, multitasking environment while staying focused and organized
• A positive attitude and a passion for helping people, even in challenging situations
• Proficiency with Microsoft Office Suite, telephony systems and comfort learning new systems
• A typing speed of at least 40 words per minute to keep up with customer interactions
• Experience in payments, fintech, or B2B services is a plus but not required
• Adaptability and a team-player mindset—we work together to create the best customer experience possible
• A minimum of 3 years of comparable experience, preferably in a call center environment
• High School diploma. Associate degree or Bachelor degree in a related field preferred
• Equivalent combination of education and experience will be considered
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• May work at computer monitors for prolonged periods with danger of eye strain and muscle pain

• We are seeking a dedicated Customer Service Representative who is passionate about helping customers and can thrive in a fast-paced environment.
• In this role, you will serve as the first point of contact for customers, providing exceptional service by addressing inquiries, resolving issues, and offering helpful information about our products and services.
• You will play a vital role in ensuring customer satisfaction by delivering prompt, professional, and friendly support
• Enhance customer engagement through dynamic, high-volume omnichannel communication, including phone, chat, and email. Address inquiries with enthusiasm and professionalism to ensure a positive customer experience
• Research and resolve customer concerns, including transaction issues, technical troubleshooting, and other service-related questions
• Accurately log and document interactions, keeping detailed records of customer inquiries
• De-escalate challenging situations with patience and problem-solving skills, ensuring a positive outcome
• Consistently meet department service level agreements (SLAs) and performance expectations by handling customer inquiries efficiently, maintaining quality standards, and ensuring prompt issue resolution
• Take on additional responsibilities as needed to support the team and improve the customer experience

• Telephone interview with a member of the Talent Acquisition team
• 1st stage interview with the Customer Service Supervisor
• Assessment and final stage interview with the VP of Customer Experience

• Life assurance
• Pension/401K
• Debt support programme & salary advances
• Bonus for referring a friend who we hire and have completed 3 months’ service
• Employee Share Plan
• Discounts to share with friends and family
• Family support - Baby Bonus, caregiver support, domestic violence protection programme, parent support loan, miscarriage and baby loss support, wedding bonus and up to 3 months paid leave to take care of your family
• Gender neutral parental leave for primary and secondary carers
• Up to 6 months unpaid leave after five years’ service
• Volunteer days plus a day of leave to Speak Up and be the change you want to see in the world
• Unlimited time off to give blood
• Trans & gender affirmation support
• Unlimited free books for your professional development and one fiction book per month to help you unwind
• Employee assistance programme
• Health benefits such as free eye tests, free flu jab, freedom from addiction, menopause support, stop smoking assistance programme and health cash plan
• Personal wellbeing allowance, personal wellbeing coach, run club, spa and gym discounts, plus cycle to work scheme
• Work from home bundles
• Flexible working
• Bring your dog to work, drinks and breakfast

Total funding: $191.6m

Reward Gateway was founded in 2006 as an employee engagement company. With reports suggesting that despite the majority of CEOs recognising that employee engagement is vital to their success, very few say they have a highly engaged company, Reward Gateway set out to bridge this so-called "engagement gap".