Quantum Customer Service Executive at Quantum manages customer enquiries and payment runs for rewards customers. The role includes handling fraud checks, GDPR requests, and improving customer service processes.
Responsibilities
Our Customer Service team is growing! We’re looking for a Customer Service Executive to join our team in London.
Reply to customer enquiries through Freshdesk in a clear, friendly and accurate way, within our response SLAs
Tag every ticket correctly, keep on-hold tickets moving and follow our escalation process for complaints
Answer withdrawal queries, including held and not received payments, and help with payment runs once trained, checking every payment for accuracy and keeping notes so it can be traced
Carry out account and ID checks for fraud, bonus abuse, multi-accounting and referral abuse using our decision guides, checking the facts fairly and escalating unclear cases with clear notes
Handle GDPR requests within the legal timeframe and draft Trustpilot review responses once trained, keeping every reply clear and on-brand
Follow our documented processes, help keep the knowledge base up to date and flag any guide that is out of date or missing a step
Build confidence with Freshdesk automations, help test AI-assisted tools and live chat, and suggest self-service and automation ideas from the questions customers ask most
Share what customers tell us with product, technology and finance, so our products, services and processes keep improving
Qualification
Exceptional attention to detailCurious about AI and automationComfortable in a fast-paced environmentExperience with fraud checksLast but not leastPrivate Health Care (Bupa)Hybrid Working (3 days in office)
Required
At least three years in customer service, ideally with Freshdesk, Zendesk or a similar help desk
Exceptional attention to detail, especially with figures and payments
Good judgement and a fair-minded approach with sensitive cases
Comfortable with numbers and basic reporting in Google Sheets
Curious about AI and automation.
You thrive when working as part of a team
Comfortable in a fast-paced environment
A growth mindset and a passion for continuous improvement.
Experience with fraud checks, GDPR or a regulated industry such as fintech or iGaming is a bonus
Last but not least, you’ll have no ego!
Private Health Care (Bupa)
Hybrid Working (3 days in office)
Preferred
Experience with fraud checks, GDPR or regulated industry such as fintech or iGaming
