Customer Experience Advisor in Birmingham

About the Role

We are seeking a dedicated Customer Success Associate who is passionate about enhancing the experience of business travelers. 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!

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 email to effectively resolve travel issues.
• Exceed customer expectations when managing bookings, queries and requests.
• Answer customer requests and act as their trusted travel adviser, thinking out of the box to provide innovative solutions where appropriate.
• Stay up to date with new features and product launches in Perk.

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, such as retail or call centre environment.
• Experience supporting customers via email, live chat, and phone is a benefit.
• Experience working with KPIs and metrics-specifically with a focus on quality-is also a benefit.

What We Offer

• Competitive compensation and equity ownership.
• Real living wage for this role.
• 25 days of annual leave plus bank holidays.
• Private medical cover and voluntary dental insurance from Bupa, and discounted gym memberships with GymFlex.
• Qualifying earnings company pension plan with Aviva.
• Life insurance protection for your loved ones.
• Income protection if you experience long term sickness or absence.
• Tax efficient cycle and electric car schemes with Cycle2Work & Octopus.
• Perk events, including an annual summer party.
• Wellbeing support via Spring Health, with therapy and coaching sessions.
• Paid parental leave for 12-16 weeks.
• Paid volunteer hours-16 per year.
• Up to 20 'Work from Anywhere' days per year.
• Discounts and rewards access.
• Four week fully paid sabbatical after five years.
• Relocation support to one of our hubs.

Working Hours & Conditions

• Office based in our Birmingham City Centre office, five days a week.
• Rotational working hours between 8am - 7pm.
• Weekly working hours: 37.5.
• Required to work one weekend in every seven weeks.

How We Work

We take an IRL first approach to work, where our team works together in person three days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately make us a great place to work. For certain roles, we can help with relocation from anywhere in the world. English is the official language at the office.

Equal Opportunity Employer

We are an equal opportunity employer. You're welcome at Perk regardless of how you look, where you're from, or anything else that makes you, well, you.