Customer Service Executive — Payments & AI Tools (Hybrid)

Quantum; Maidstone; Híbrido; GBP 26.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private Health Care (Bupa)

Hybrid Working (3 days in office)

Travel Insurance

Competitive Base Salary

Company Bonus Scheme

Paid for AI Subscription (Claude /Chat

Gemini)

Market-Leading Training Programme

Recognition & Reward Scheme

Annual Company Conference

Regular Happy Hours & Team Lunches

Free Coffee, Drinks & Snacks

Descripción de la vacante

Quantum in London is seeking a Customer Service Executive to join our growing team. You will manage rewards customer inquiries, own payment runs to ensure cashback is accurate and timely, and raise the speed and quality of every reply we send.

You’ll work in a hybrid setup with 3 days in office, using Freshdesk, Google Sheets, and our internal guides. The role emphasizes attention to detail, fraud awareness, GDPR handling, and collaboration with product, tech, and finance to improve processes.

Formación

• At least 3 years in customer service with help desk tools.
• Exceptional attention to detail, especially with payments.
• Good judgement with sensitive cases.
• Comfortable with numbers and basic reporting in Google Sheets.
• Curious about AI and automation.
• Team player in a fast-paced environment.

Responsabilidades

• 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• Follow our documented processes, help keep the knowledge base up to date and flag any guide that is out of date or missing a step.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.

Conocimientos

Customer service

Attention to detail

Numbers & reporting

Team player

Fast-paced environment

Growth mindset

AI & automation interest

Herramientas

Freshdesk

Zendesk

Google Sheets

Descripción del empleo

Quantum in London is seeking a Customer Service Executive to join our growing team. You will manage rewards customer inquiries, own payment runs to ensure cashback is accurate and timely, and raise the speed and quality of every reply we send.

You’ll work in a hybrid setup with 3 days in office, using Freshdesk, Google Sheets, and our internal guides. The role emphasizes attention to detail, fraud awareness, GDPR handling, and collaboration with product, tech, and finance to improve processes.