Job Description

Who we're looking for:

A Client Services professional who takes pride in delivering top B2B & B2C customer service to global customers

The challenge:

To deliver best in class Service Delivery as well as acting as the voice of our customer, sharing feedback internally to improve our product and services

Where you'll work:

This role will be based in Cape Town, you'll be part of our global team, collaborating with colleagues and serving customers across the UK, USA, Australia, South Africa, and beyond. Our hybrid approach offers flexibility with regular team connection in our Cape Town office

The Tillo Difference

We're in the business of rewards and incentives, so we know a thing or two about the importance of giving back. We can't grow as a business without growing as individuals, so we are committed to providing a workplace where passionate, driven individuals can thrive. We value collaboration, trust, positivity, and a willingness to learn - only by working as a team will we reach our goals.


We're the market leader in the UK and are active in a number of other markets including USA, Europe, Australia and India.

Day to day this role will

Provide excellent customer service at every stage of the customer journey. Handle customer queries and requests, taking responsibility for actioning or escalating to the right person for resolution Liaise between internal departments to find solutions to customer issues. Report on any key or recurring issues, working with the Account Management team and our suppliers to continuously improve service. Create helpful content for customers, including retailer specific guides and collateral. Maintain supplier documentation to ensure we always have up to date information on how to contact, and escalate issues. Work with our Engineering team to assess the impact and maintain our Status Page when incidents occur and escalate to suppliers to expedite the resolution where necessary.

What we're looking for

Strong relationship building skills Experience delivering technical support (troubleshooting errors, liaising with Engineers) A keen problem solver who is comfortable in a fast paced environment An excellent communicator Fluency in a ticketing and data reporting tool such as Zendesk Highly organized, able to prioritize and manage conflicting deadlines to ensure that SLA's and KPI's are upkept Proactive ownership of tasks

It's not essential, but we'd love to hear about it if you have experience with:

Previous experience in delivering SaaS Project management experience Account Management/commercial Experience

Benefits

We offer all our employees trust and empower our team to work with flexibility and autonomy. We're a close-knit team and love working collaboratively, with our hybrid model, our team can come together at our fantastic offices, but also focus in their own space. The Tillo team are a motivated bunch and we all work hard to push Tillo forwards, always innovating. We completely understand the importance of work/life balance and offer a supportive and collaborative working environment with the following benefits:

21 days holiday per annum Retirement Fund (5%) Health insurance contribution Employee Incentive Scheme Hybrid Working Top spec equipment including laptop, mouse, keyboard, monitor Anniversary gifts Monthly breakfasts, drinks, snacks and events Team Learning & Development budget

About Tillo

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Tillo makes gift cards, rewards, and incentives simple, efficient, and profitable. Operating in over 37 markets and 25 currencies, Tillo processes billions in gift card transactions through a single, plug-and-go API, powering rewards and incentives for the world's leading businesses.



Backed by Tenzing, Tillo is setting the global standard for digital gift card infrastructure.

Diversity, Equity, and Inclusion Statement

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We welcome applications from individuals of all backgrounds, regardless of age, disability, gender identity, marital status, race, ethnicity, religion or belief, sex, or sexual orientation.



If you require any reasonable adjustments during the recruitment process, please let us know, and we will be happy to accommodate your needs.