Customer Support Agent

Bits; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative fintech startup is seeking dedicated Customer Support Agents to join their dynamic team in London. In this role, you will assist customers with their credit-related inquiries, providing exceptional support and ensuring a seamless experience. This position offers the chance to make a real impact on financial inclusion, helping underserved individuals achieve their financial goals. With a vibrant work environment and opportunities for professional development, you'll be part of a team that values your contributions and fosters growth. If you're passionate about customer service and want to be part of a meaningful mission, this is the role for you.

Benefits

Competitive market salary

Health insurance

Choose your hardware

Opportunities for professional development

28 days holidays/year

Regular team meals

Qualifications

• 3+ years experience in customer support, ideally at a tech company.
• Strong written communication skills with excellent grammar.

Responsibilities

• Process customer requests via phone and email efficiently.
• Resolve customer complaints courteously and empathetically.

Skills

Customer Support

Communication Skills

Problem-Solving

Empathy

Multitasking

Typing Skills

Education

High School Diploma or Equivalent

Tools

Customer Management Tools

Job description

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About Bits: Bits is an innovative and rapidly growing fintech startup situated in the vibrant city of London. Our primary mission revolves around promoting financial inclusion and delivering credit-building solutions specifically tailored for underserved individuals who are often overlooked by traditional financial institutions. With our commitment to improving access to financial resources, we are proud to currently serve over 300,000 customers across the UK, helping them achieve their financial goals and aspirations.

As part of our expansion, we are looking to hire 1-2 dedicated Customer Support Agents to join our dynamic team at our Camden Town office in London. This position requires on-site work five days a week, allowing for direct interaction and collaboration with your colleagues and customers alike, fostering a supportive and engaging work environment.

Role Overview: In the capacity of a Customer Support Agent, you will play a crucial role in assisting our customers as they navigate their credit-related inquiries. By providing exceptional support through various communication channels, you will contribute significantly to enhancing the overall customer experience and ensuring that our clients feel valued and supported throughout their journeys with us.

Key Responsibilities

• Process customer requests efficiently and professionally via phone and email, ensuring timely responses to all inquiries.
• Resolve customer complaints in a quick, courteous, and empathetic manner, aiming for first-contact resolution whenever possible.
• Maintain the confidentiality of customer records and sensitive financial information, safeguarding their privacy at all times.
• Utilise database systems and customer management tools effectively to streamline support processes and provide accurate information.
• Assist customers through the necessary security checks and address account inquiries, ensuring a seamless experience.
• Provide prompt and accurate support via email and phone, always aiming to exceed customer expectations.
• Educate customers about our services and best practices for account management, empowering them to make informed financial decisions.
• Thoroughly document all interactions with customers and update records accurately, contributing to our knowledge base for future reference.
• Follow established guidelines and protocols to ensure a consistent level of service quality across all customer touchpoints.
• Collaborate effectively with cross-functional teams to address and resolve customer needs, fostering a culture of teamwork and shared success.
  
  

Requirements

• You will have 3+ years experience in customer support, ideally at a tech company.
• Previous customer service experience, preferably in an email and phone support role
• Excellent written communication skills with a strong command of grammar and spelling.
• You're able to show empathy for the customer, and to understand the stressful environment a lot of our customers operate in.
• experience supporting vulnerable customers
• Ability to multitask and respond to live chat inquiries in a timely manner
• Strong problem-solving and critical thinking abilities
• Customer-focused mindset with a positive and empathetic approach
• Proficient in typing and navigating computer systems
• Knowledge of financial services and products is a plus
• High school diploma or equivalent
• Availability to work on weekends not compulsory but preferred
  
  

Benefits

What's in it for You:

• Impactful Work: You'll play a key role in scaling our platform to support the next million Bits users, contributing to a product that's changing lives.
• Dynamic Environment: Forget the mundane. You'll be in a role where your priorities shape your path, and every day brings a new challenge.
  
  

Perks That Make You Smile

• Competitive market salary, and health insurance.
• Choose your hardware.
• Opportunities for professional development and career growth.
• 28 days holidays/ year incl. UK/ England public & bank holidays
• Regular team meals
• The chance to make a significant impact on financial inclusion and credit building for underserved communities.
  
  

And if there's something else you desire within reason, we're all ears. We want you to be happy, fulfilled, and proud to be part of the Bits family.

Interview Process

• A quick introductory call
• A short take home technical challenge
• A final round to discuss your skills, introduce you to our CEO and founder, plus other members of the team and business, and answer any questions you might have
  
  

Ready to redefine credit-building with us? Apply now and be part of the Bits Revolution!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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