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Customer Service Agent

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About Bits:
Bits is a rapidly growing fintech startup based in London, committed to promoting financial inclusion and providing credit-building solutions to individuals who have been overlooked by traditional lenders. With our innovative approach, we have quickly gained traction and currently serve over 300,000 customers across the UK.
We are currently hiring 1-2 Customer Support Agents to support our growth. The role will be based in our office in Camden Town, London, and will require working on-site 5 days a week. The recruitment day for this role will be on 25/07/2024 at our office in Camden Town, London. 

About the role:
Many consumers are still in the dark when it comes to how credit works, and it can often seem a confusing and stressful subject. As Customer Support Agent at Bits, you will provide support across a variety of channels to aid customers in their credit building journey.

What the role involves:

Processing customer requests and queries via telephone, email or instant message
Investigating and resolving customer complaints quickly and patiently
Keeping confidential records and financial information private and secure
Learning how to use database systems and technology to deliver great customer support
Communicating with customers effectively, and assisting with security checks, account enquiries or flagged account issues raised by the customer

Responsibilities:

Engage with customers through email, phone and live chat, providing prompt and accurate responses
Assist customers with inquiries, troubleshoot issues, and provide product information
Educate customers on our services and assist with account-related inquiries and updates
Document customer interactions and update customer records with accurate information
Follow company guidelines and procedures to ensure consistent and quality customer service
Collaborate with cross-functional teams to address customer needs and escalate issues when necessary

Interview Process:

Interview with Head of HR
In-person assignment on 25/07/2024
Interview with Customer Support Manager.
A final interview with CEO

Requirements

You will have 2-7 years experience in customer support, ideally at a tech company.
Previous customer service experience, preferably in a live chat & email 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.
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
Benefits

~ A competitive salary
~ Hardware of your choosing
~28 holidays a year pro rata, including public holidays