At a Glance
- Tasks: Handle customer queries via various channels and ensure satisfaction.
- Company: Join Cheddar, an award-winning fintech revolutionising money movement.
- Benefits: Competitive salary, equity, latest tech, flexible hours, and generous vacation.
- Other info: Remote-first culture with a focus on diversity and inclusion.
- Why this job: Be part of a dynamic team making a real impact in finance.
- Qualifications: Experience in customer service, strong communication, and problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
Cheddar is an Authorised Payment Institute, rewriting the rules of moving money. Through our proprietary open banking platform that's independent of legacy finance networks, we're creating a truly revolutionary finance ecosystem that's revolutionising how consumers save money on their everyday spend. Located in London to serve the UK, we recently won Best Newcomer at the British Bank Awards 2024.
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 lead to 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
- Latest MacBook
- Generous vacation allowance
- Flexible work location & hours
- Company off-sites
- Regular socials
- Development courses
- 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.
Customer Service Agent in London employer: Cheddar
Cheddar is an exceptional employer, offering a dynamic and inclusive work culture that prioritises employee growth and satisfaction. As a Customer Service Agent, you'll enjoy the flexibility of remote work while collaborating with a talented team in London, all while benefiting from competitive salaries, meaningful equity, generous vacation allowances, and opportunities for professional development. Join us to be part of a revolutionary finance ecosystem that values diversity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Cheddar. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle tricky situations and be ready to share your problem-solving skills. We want to see how you think on your feet!
✨Tip Number 3
Show off your tech-savviness! Familiarise yourself with tools like Zendesk and Google Suite. Mentioning your experience with these during the interview will definitely give you an edge.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at Cheddar.
We think you need these skills to ace Customer Service Agent in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Agent role. Highlight your relevant experience in customer service, especially in payments or finance, and show us how your skills align with our mission at Cheddar.
Show Off Your Communication Skills:Since you'll be handling customer queries across various channels, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application to reflect how you would interact with our customers.
Highlight Problem-Solving Abilities:We love a good problem-solver! Share examples in your application where you've successfully resolved customer issues or improved processes. This will show us that you can handle the challenges of the role with ease.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can't wait to see what you bring to the table!
How to prepare for a job interview at Cheddar
✨Know Cheddar Inside Out
Before your interview, make sure you research Cheddar thoroughly. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Think about times when you resolved a difficult issue or went above and beyond for a customer. Be ready to discuss how you can apply these skills at Cheddar.
✨Familiarise Yourself with Tools
Since the role requires proficiency in tools like Zendesk and Google Suite, brush up on these platforms before the interview. If you have experience with similar CRM systems, be prepared to discuss how you can quickly adapt to Cheddar's tools.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about team dynamics, the onboarding process, or how Cheddar measures success in customer service. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
