About Dragonpass:
Dragonpass is one of the world's leading travel and lifestyle platforms, connecting over 40 million members across more than 130 countries with premium travel and lifestyle experiences.
As our business continues to grow globally, we're looking for a Customer Support Agent to provide a first class service to our customers.
This is team-based, hybrid role, where you will work from our Altrincham office 3 days per week. Workings hours are 08.45 to 17.15.
Role Purpose:
The Customer Support Agent is responsible for handling and resolving customer cases efficiently and professionally, ensuring a high level of customer satisfaction. The role requires excellent communication skills, problem-solving abilities, and a strong customer-focused approach to maintain and enhance the reputation of Dragonpass.
Key Responsibilities:
- Complaint Handling: Manage customer complaints through various communication channels (email, phone, and live chat), ensuring timely resolution in line with company policies.
- Investigation & Resolution: Conduct thorough investigations into complaints and escalation, gathering relevant information and liaising with internal departments to reach fair and appropriate outcomes.
- Customer Communication: Maintain clear, professional, and empathetic communication with customers throughout the process, keeping them informed of progress and resolutions.
- Record Keeping & Reporting: Accurately document all complaints, resolutions, and escalations in the company’s systems to ensure compliance and support continuous improvement efforts.
- Compliance & Policies: Ensure all complaints and escalations are handled in accordance with internal policies, industry regulations, and legal requirements.
- Collaboration: Work closely with colleagues across customer support, operations, and other departments to ensure swift and effective complaint resolution.
- Escalation Management: Identify and escalate complex complaints to senior team members or management when necessary, ensuring customers receive appropriate resolutions.
- Customer Advocacy: Act as the voice of the customer, providing insights into recurring issues to help enhance the overall customer experience.
Skills & Experience Required:
- Customer Service Expertise: Strong background in customer service, with experience handling complaints and conflict resolution.
- Excellent Communication: Outstanding written and verbal communication skills across multiple channels, including voice, email, and live chat, with the ability to handle difficult conversations professionally and empathetically.
- Problem-Solving Abilities: Analytical mindset with the ability to assess situations, identify root causes, and implement effective solutions.
- Attention to Detail: Strong accuracy and diligence in documenting customer interactions and resolutions.
- Resilience & Adaptability: Ability to remain calm under pressure, handle challenging situations, and adapt to a fast-paced environment.
- Time Management: Strong organizational skills with the ability to prioritize workload and manage multiple complaints simultaneously.
- Tech-Savvy: Proficiency in using CRM systems, email, and chat support tools to manage customer interactions effectively.
- Regulatory Awareness: Understanding of industry regulations, data protection laws, and consumer rights is advantageous.
- Team Player: Ability to collaborate with colleagues and contribute to a positive team environment.
- Financial Services Background: Ideally, candidates will have experience in a financial services environment, providing them with an understanding of industry regulations and customer expectations.
Key Performance Indicators (KPIs):
- Complaint resolution timeframes and effectiveness
- Customer satisfaction and Net Promoter Score (NPS) related to complaints handling
- Accuracy of complaint documentation and compliance with regulatory requirements
- Reduction in repeat complaints through effective root cause resolution
Pay: £29,150.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Profit sharing
- Sick pay
- Work from home
Language:
Work authorisation:
- United Kingdom (required)
Location:
- Altrincham WA14 1HF (preferred)
Work Location: Hybrid remote in Altrincham WA14 1HF
