Customer Service Agent

Cheddar; Greater London; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Competitive salary

Meaningful equity in the organisation

Company off-sites

Remote-first culture

Job summary

Cheddar, based in London, is hiring a Customer Service Agent to handle queries across email, in-app support, phone and social channels, triaging onboarding, payment, cashback and gift-card issues to ensure customer satisfaction.

The role is predominantly remote with office visits every other week. You will collaborate with Compliance, Engineering and Product to optimize support processes, contribute to KPI targets, document procedures, and help scale a fast-growing finance platform.

Qualifications

• Proven experience in customer service or operations, preferably in payments or finance industry.
• Excellent communication and interpersonal skills, with a knack for problem-solving.
• Ability to handle multiple tasks simultaneously and meet tight deadlines.
• Strong organisational skills and attention to detail.
• Proficient with zendesk. Being familiar with google suite and CRM systems is an added bonus.

Responsibilities

• Manage and respond to customer queries via email, inbound tickets, phone calls, social media etc.
• Provide real-time support through live chat and inbound tickets to address and resolve issues efficiently.
• Support users with onboarding, payment-related issues, disputes, and other queries promptly.
• Collaborate closely with internal teams including Compliance, Engineering, and Product to enhance processes and customer service tools.
• Contribute to the improvement of support processes by identifying issues and recognising trends.
• Assist in documenting processes to develop operational guidelines and procedures as we continue our growth
• Work under the guidance of the operations leadto plan and coordinate operational activities to ensure KPI’s are achieved.
• Monitor day-to-day operations, track performance, and recommend procedural enhancements to boost efficiency and maintain quality standards.

Skills

Customer service

Communication

Multitasking

Organizational skills

Problem solving

Tools

Zendesk

Google Suite

CRM systems

Job description

Cheddar is an Authorised Payment Institute, rewriting the rules of moving money. Through ourproprietary open banking platform that's independent of legacy finance networks, we'recreatinga truly revolutionary finance ecosystem that's revolutionising how consumers save money on their every day spend.

Located in London to serve the UK, we recently won Best Newcomer at the British Bank Awards 2024

As part of a dynamic team, you'll create services that will deliver tangible benefits to millions. Collaborating withsome of the brightest minds in tech, with experience directing some of the World's most successful and innovative companies, you'll help launch, scale and continually evolve our suite of finance toolsthat exceed our customers' expectations.We’re looking for talented individuals who share our core principles to join our award-winning team.

Job Description

As a Customer Service Agent, you will be a vital part of our team, handling a range of customer and support activities. Your primary role will involve responding to customer queries received through various channels such as; in-app support, phone calls, emails, and social media. You will be triaging and resolving a wide range of issues, including but not limited to: onboarding, payment/cashback/gift card queries, and more, ensuring customer satisfaction and operational excellence.

The role is predominantly remote, with an ask to visit the office at least once every other week.

Roles and responsibilities

Manage and respond to customer queries via email, inbound tickets, phone calls, social media etc.

Provide real-time support through live chat and inbound tickets to address and resolve issues efficiently.

Support users with onboarding, payment-related issues, disputes, and other queries promptly.

Collaborate closely with internal teams including Compliance, Engineering, and Product to enhance processes and customer service tools.

Contribute to the improvement of support processes by identifying issues and recognising trends.

Assist in documenting processes to develop operational guidelines and procedures as we continue our growth

Work under the guidance of the operations leadto plan and coordinate operational activities to ensure KPI’s are achieved.

Monitor day-to-day operations, track performance, and recommend procedural enhancements to boost efficiency and maintain quality standards.

Qualifications

Proven experience in customer service or operations, preferably in payments or finance industry.

Excellent communication and interpersonal skills, with a knack for problem-solving.

Ability to handle multiple tasks simultaneously and meet tight deadlines.

Strong organisational skills and attention to detail.

Proficient with zendesk. Being familiar with google suite and CRM systems is an added bonus.

Additional Information

Competitive salary

Meaningful equity in the organisation

Company off-sites

Plus many more

We are strong supporters of diversity and inclusion, practicing what we preach. We pride ourselves in having a diverse team with a 'remote first' way of working that further allows us to hire the best talent according to aptitude.

We openly welcome all identities and backgrounds.