At a Glance
- Tasks: Support customers on their credit-building journey through various communication channels.
- Company: Join a fast-growing fintech startup dedicated to financial inclusion.
- Benefits: Competitive salary, flexible hardware options, and 28 days holiday pro rata.
- Other info: Work in a vibrant Camden Town office with opportunities for growth.
- Why this job: Make a real difference in people's financial lives while developing your customer support skills.
- Qualifications: 2-7 years of customer support experience, excellent communication, and empathy.
The predicted salary is between 24750 - 30250 £ per year.
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 800,000 customers across the UK.
We are currently hiring 1-2 Senior 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 4 days a week minimum.
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 - all on day in Camden:
- Interview with Head of HR
- In-person assignment
- 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
- Availability to work on weekends not compulsory but preferred
Benefits:
- A competitive salary
- Hardware of your choosing
- 28 holidays a year pro rata, including public holidays
Senior Customer Support Agent in London employer: Bits
Bits is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those passionate about fintech. Located in the vibrant Greater London area, we offer our employees unique growth opportunities, mentorship from industry leaders, and the chance to make a real difference in customers' financial well-being. Join us to be part of a collaborative team where your ideas are valued and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Agent in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bits. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bits before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Support Agent in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bits:Your cover letter is your chance to shine! Tell us why you want to work at Bits specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bits!
How to prepare for a job interview at Bits
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
