Customer Support Agent

TN United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ein innovatives Fintech-Startup in London sucht engagierte Kundenservice-Mitarbeiter, die eine Schlüsselrolle bei der Unterstützung von Kunden in ihren Kreditfragen übernehmen. In dieser dynamischen Umgebung bieten Sie außergewöhnlichen Support und tragen zur Verbesserung der finanziellen Inklusion bei. Ihre Aufgaben umfassen die Bearbeitung von Anfragen, die Lösung von Problemen und die Dokumentation aller Interaktionen. Mit einem starken Fokus auf Empathie und Kundenorientierung haben Sie die Möglichkeit, einen bedeutenden Einfluss auf das Leben von Menschen zu haben, die oft von traditionellen Finanzdienstleistungen übersehen werden. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem sich ständig verändernden Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Benefits

Wettbewerbsfähiges Gehalt

Gesundheitsversicherung

28 Tage Urlaub pro Jahr

Regelmäßige Teamessen

Möglichkeiten zur beruflichen Weiterentwicklung

Qualifications

• 3+ Jahre Erfahrung im Kundenservice, idealerweise in einem Technologieunternehmen.
• Starke schriftliche Kommunikationsfähigkeiten und Empathie für Kunden.

Responsibilities

• Bearbeitung von Kundenanfragen effizient und professionell per Telefon und E-Mail.
• Schnelle und höfliche Lösung von Kundenbeschwerden, um eine hohe Kundenzufriedenheit zu gewährleisten.

Skills

Kundenservice

Empathie

Multitasking

Problemlösung

Schriftliche Kommunikation

Kundenorientierung

Education

High School Diplom oder gleichwertig

Tools

Datenbanksysteme

Kundenmanagement-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

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.
• 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 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!