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- Tasks: Provide top-notch support to customers via chat, email, and phone.
- Company: Join a fast-growing fintech startup on a mission to reduce inequity.
- Benefits: Competitive salary, remote work options, and opportunities for career advancement.
- Why this job: Make a real impact by helping immigrants send money home effortlessly.
- Qualifications: 1+ years in customer support and excellent communication skills required.
- Other info: Dynamic team with diverse backgrounds and a focus on professional growth.
The predicted salary is between 24000 - 36000 £ per year.
Our Mission: Reduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets.
The Team: Founded by Harvard grads and 3rd-time founders, we are driven by mission and guided by values. Our team is global, speaking over 30 languages from 25 countries.
About Us: Taptap Send is backed by top VCs and is rapidly growing, providing a fast-paced tech startup environment. Launched in 2019, Taptap is transforming global finance, allowing immigrants to send money home instantly and with no fee, saving money in the process.
The Role: As a Customer Support Agent at Taptap Send, you will be the first point of contact for our customers, helping them resolve issues quickly and effectively while delivering an excellent support experience. This role offers the opportunity to progress into a Tier 2 / Escalation Agent position.
Responsibilities:
- Provide timely, accurate, and empathetic support to customers via chat, email, and phone.
- Resolve common customer issues efficiently, following internal processes and SLAs.
- Accurately document customer interactions and resolutions.
- Escalate complex or sensitive cases to the Tier 2 / Escalation team following defined procedures.
- Collaborate closely with other agents and internal teams to ensure customer satisfaction.
- Identify recurring issues and flag potential improvements to processes or tools.
- Keep up to date with product features, policy updates, and process changes.
- Participate in training sessions and actively develop skills needed for Tier 2 / Escalation responsibilities.
Requirements:
- 1+ years of experience in customer support or a similar customer-facing role.
- Excellent communication skills, both written and verbal.
- Patience, empathy, and professionalism when dealing with customers.
- Strong problem-solving and multitasking abilities.
- Comfortable using customer management and ticketing tools.
- Fluent in English plus one of: Bengali, Nepali, Hindi, Portuguese or Creoles.
- Organised, detail-oriented, and motivated to learn and grow.
Nice to Have:
- Experience in a fast-paced work environment.
- Knowledge of payments, refunds, or transaction-related issues.
Customer Support Agent in London employer: Taptap Send
Contact Detail:
Taptap Send Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Agent in London
✨Tip Number 1
Get to know the company inside out! Research Taptap Send's mission and values, and think about how your experience aligns with their goals. This will help you stand out during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Support Agent, you'll need to be clear and empathetic when dealing with customers. Try role-playing common customer scenarios with friends or family to build your confidence and refine your approach.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights into the company culture and the role. They might even share tips on what the hiring team is looking for, giving you an edge in the application process.
✨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 proactive and serious about joining the Taptap Send team!
We think you need these skills to ace Customer Support Agent in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for our mission shine through. We want to see that you genuinely care about helping immigrants and making a difference in their lives.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experience in customer support. We love seeing how your skills align with the role of a Customer Support Agent at Taptap Send.
Be Clear and Concise: Keep your writing straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your application is easy to read. This will help us understand your qualifications quickly!
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 hear from you!
How to prepare for a job interview at Taptap Send
✨Know the Mission
Before your interview, make sure you understand Taptap Send's mission to reduce inequity for immigrants. Familiarise yourself with their services and how they impact emerging markets. This will show your genuine interest in the role and the company.
✨Showcase Your Communication Skills
As a Customer Support Agent, communication is key. Prepare examples of how you've effectively resolved customer issues in the past. Practice articulating your thoughts clearly and concisely, as this will be crucial during the interview.
✨Demonstrate Empathy and Problem-Solving
Be ready to discuss situations where you've had to show patience and empathy while dealing with customers. Think of specific examples that highlight your problem-solving skills, especially in challenging scenarios.
✨Familiarise Yourself with Tools
Since the role involves using customer management and ticketing tools, it’s beneficial to have a basic understanding of these systems. If you’ve used similar tools before, mention them during the interview to demonstrate your readiness to adapt quickly.