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
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cheddar. 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 Cheddar 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 Customer Service 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 Cheddar:Your cover letter is your chance to shine! Tell us why you want to work at Cheddar 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 Cheddar!
How to prepare for a job interview at Cheddar
✨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.
