Remote Customer Service Advisor - Queries and Refunds

Vertage Inc.; Coventry; Remote; GBP 20,000 - 25,000; Full time

Job summary

Vertage Inc. is recruiting Customer Service Advisors to support a busy customer contact operation handling enquiries related to travel cards, ticketing, refunds and complaints.

You will be the first point of contact, delivering exceptional service across multiple channels and guiding customers to resolution. The role is primarily home-based, with the option to travel to Coventry for additional training and coaching as needed.

Qualifications

• Strong written communication and letter-writing abilities.
• Good reading and comprehension skills.
• Strong attention to detail.
• Confidence using computer systems and multiple applications.
• Ability to follow processes and business rules accurately.
• Problem-solving capability and sound judgement.
• Professional, positive and customer-focused approach.
• Ability to remain calm under pressure.
• Empathy, resilience and a team-oriented attitude.
• Ability to work across both telephone and correspondence-based activities.
• Basic mathematical skills, particularly when working with calculations and customer refunds.
• Ability to commit fully to the training programme.
• Candidates must successfully complete and pass a basic mathematics assessment before submission.

Responsibilities

• Handle inbound customer enquiries via telephone.
• Manage written correspondence, including emails and online enquiries.
• Investigate customer queries and complaints.
• Process refund requests and resolve fare-related enquiries.
• Maintain accurate customer records.
• Provide clear and accurate information to customers.
• Follow business processes, procedures and service standards.
• Support both telephony and correspondence workstreams as required.

Skills

Written comms

Attention to detail

Problem solving

Customer focus

Calm under pressure

Empathy

Team player

Mathematics basics

Telephone & email handling

Training commitment

Math assessment readiness

Job description

Vertage Inc. is recruiting Customer Service Advisors to support a busy customer contact operation handling enquiries related to travel cards, ticketing, refunds and complaints.

You will be the first point of contact, delivering exceptional service across multiple channels and guiding customers to resolution. The role is primarily home-based, with the option to travel to Coventry for additional training and coaching as needed.