Customer Care Agent
Reporting to: Group Operations Director
Time Out is the trusted global platform that inspires and enables people to experience the best of the city. Operating in 107 cities, across 39 countries, it has an average monthly global audience reach of over 111 million across all platforms.
No one knows the city like Time Out because we’ve been discovering the brilliant and searching out the secret and extraordinary since 1968. If you want to know about food, attractions, art, culture, shopping and nightlife, then Time Out is your social companion. With a world-class digital platform and top-quality curated content, Time Out connects brands and local businesses to the city. Now Time Out Market is taking that to the next stage, bringing the best of the city together under one roof enabling people to discover, book, live and share their experiences.
In the evolving digital world, our expertise and our growing community of Time Outers and Tastemakers put the very best of the city in the palm of your hand. We are global, and no one knows local better than we do.
Since June 2016, Time Out Group is listed on London's AIM stock exchange, trading under the ticker symbol 'TMO'.
The Customer Care Agent is responsible for handling and managing all first point contact from Time Out transaction customers, via email, telephone, post and other appropriate multi-media channels. This will be from initial contact to resolution.
Take full responsibility for dealing with customer contacts, complaints and requests for information.
Clearly identify and define issues which are being raised by customers and strive to find a speedy solution.
Deal with difficult situations in a friendly and professional manner.
Undertake any required review of complaints to a high professional standard.
Serve as a liaison between the customer and various Time Out departments and suppliers.
Prepare reporting as required to the Time Out business, and external suppliers.
Contacts are handled and acknowledged within agreed timeframes.
Handling or escalation of complaints queries within agreed timeframes.
Reports generated on a timely basis.
Service delivered in line with Time Out branding.
Skills and Experience
A minimum of one year relevant work experience in the customer care area, preferably with E-Commerce transactional experience.
Knowledge of Customer Care service principles and practice.
Knowledge of Microsoft products.
An exemplary solution oriented customer care ethic.
Passion, enthusiasm with a great customer service ethic and strong problem solving skills.
Excellent spoken and written English, additional European language preferred.
Able to work well under pressure with good time management and multitasking skills.
Able to manage results through others and maintain a positive, productive work environment.
- Adhoc projects.
- Assisting in raising the profile of Time Out Limited.
- Ensure that the brand standards are met across all platforms.
- Promote the brand and its values at all opportunities.
- Any other reasonable requests from the Company Directors/CEO.
At Time Out Group we believe in diversity and equal opportunity for all people. We do not discriminate against external or internal candidates on the basis of age; disability; gender reassignment; race; religion or belief; sex; sexual orientation; marriage and civil partnership; and pregnancy and maternity. We believe that diversity develops creativity and enables personal and professional growth where we all learn from each other. We believe in an open culture where ideas are shared candidly and where there is no fear of failure, but rather an understanding that we must experiment and have the freedom to succeed. We believe that everyone has the right to express themselves as they are as this enriches us all. We believe in an open world and the pursuit of happiness, after all, we are in the happiness business.
Successful candidates will be required to attend at least one face-to-face interview at our London office.