Customer Service Agent

WE ARE HIRING A CUSTOMER SERVICE AGENT

Ever opened a new bank account and got a weekend away? Spent on fashion and received a personal styling session? Picked up groceries and walked away with cinema tickets?

If so, you've probably experienced a TLC Worldwide campaign - without even knowing it.

At TLC, we help the world's biggest brands drive customer acquisition, loyalty and engagement with emotionally engaging, experience-led rewards. From global banks to high street retailers, our programs are designed shift behaviour, boost ROI and build genuine brand love - at the fraction of the cost of discounting and cash offers. Backed by COSMOS, our all-in-one program platform, we deliver personalised campaigns at scale with live data, smart insights, and seamless customer journeys.

We've spent 30 years mastering what moves customers; combining deep consumer insight, a global network of 100,000+ rewards, and a unique ability to drive measurable ROI for brands.

We're 400+ people strong, across 15 global hubs. A collective of marketers, creatives and strategists who care about doing great work - and having fun while we do it. We celebrate bold thinking, empower growth, and champion the kind of culture that helps people thrive.

Here are a few things that we've got to offer:

• Dynamic & collaborative team in a creative environment with exposure to global clients & colleagues - Check out our clients
• Weekly webinars to support your development through our People Academy
• Annual TLC Wellness Week and programmes throughout the year
• TLC Culture Club - including seasonal social events, tasty lunches & more
• TLC Gives Back - volunteering opportunities, including off site visits and volunteering leave
• TLC Rise - supporting and empowering women into leadership roles
• 'Frankies' - Our very own awards ceremony where we walk down the TLC red carpet in our best outfits
• TLC Owner's Club - Everyone that is part of the TLC experience contributes to our success, which is why we all own a piece of TLC as part of our share holder scheme

What you'll be doing:

Delivering Outstanding Customer Service

• Answer incoming calls promptly and professionally, resolving customer queries with confidence
• Guide customers through offers, availability, and bookings
• Keep customers informed every step of the way, delivering a seamless experience

Managing Bookings & Campaigns

• Make outbound calls to suppliers to secure and confirm bookings
• Understand campaign mechanics in detail and communicate them clearly to customers
• Ensure all bookings and interactions align with campaign terms and SLAs

Data & Process Excellence

• Accurately capture and maintain customer data within systems
• Keep records up to date and compliant with data protection regulations
• Maintain campaign reports, logs, and documentation with precision

Collaboration Across Teams

• Work closely with Product, Client Services, Sales, and external partners
• Share feedback and escalate issues when needed
• Support campaign delivery by keeping communication flowing across teams

Operational Support

• Estimate campaign-related costs where required
• Ensure all communications are accurate, well-presented, and professional
• Support multiple campaigns simultaneously, staying organised and proactive

Who we're looking for:

• Exceptional communication and interpersonal skills
• Experience in a customer service or call centre environment (ideally sales-led)
• A natural problem-solver who can think on their feet
• Highly organised with strong attention to detail
• Ability to multitask and manage competing priorities
• A proactive mindset with strong ownership and accountability

Being a people-led business, we hire upon values and believe that our people are what make the beloved TLC culture so unique.

At TLC we aim to create a 'world within the world' that is free from prejudice, bias and inequity.

A world where diversity is valued and celebrated, and where we work hard to ensure all our wonderful people are given equal opportunity to succeed.

If you're excited by everything we've told you, then it's time to apply!

Department Customer Service Locations USA - New York Employment type Full-time Seniority Junior/Mid