Customer Service Executive

📋 Description

• Reply to customer enquiries through Freshdesk in a clear, friendly and accurate way, within our
• Tag every ticket correctly, keep on-hold tickets moving and follow our escalation process for
• Answer withdrawal queries, including held and not received payments, and help with payment runs
• Carry out account and ID checks for fraud, bonus abuse, multi-accounting and referral abuse using
• Handle GDPR requests within the legal timeframe and draft Trustpilot review responses once trained
• Follow our documented processes, help keep the knowledge base up to date and flag any guide that is

🎯 Requirements

• 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
• Thrive when working as part of a team

🎁 Benefits

• Private Health Care (Bupa)
• Hybrid Working (3 days in office)
• Travel Insurance
• Competitive Base Salary
• Company Bonus Scheme
• Paid for AI Subscription (Claude / ChatGPT / Gemini)