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Customer Support Agent

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Bits

15d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • London

AI generated summary

  • You must have 3+ years in customer support, strong writing skills, empathy, multitasking ability, problem-solving, and tech proficiency. Financial services knowledge is a plus; weekend availability preferred.
  • You will efficiently handle customer inquiries via phone and email, resolve complaints, maintain privacy, document interactions, educate customers, and collaborate with teams for optimal service.

Requirements

  • You will have 3+ years experience in customer support, ideally at a tech company.
  • Previous customer service experience, preferably in an email and phone 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.
  • experience supporting vulnerable customers
  • 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

Responsibilities

  • Process customer requests efficiently and professionally via phone and email, ensuring timely responses to all inquiries.
  • Resolve customer complaints in a quick, courteous, and empathetic manner, aiming for first-contact resolution whenever possible.
  • Maintain the confidentiality of customer records and sensitive financial information, safeguarding their privacy at all times.
  • Utilise database systems and customer management tools effectively to streamline support processes and provide accurate information.
  • Assist customers through the necessary security checks and address account inquiries, ensuring a seamless experience.
  • Provide prompt and accurate support via email and phone, always aiming to exceed customer expectations.
  • Educate customers about our services and best practices for account management, empowering them to make informed financial decisions.
  • Thoroughly document all interactions with customers and update records accurately, contributing to our knowledge base for future reference.
  • Follow established guidelines and protocols to ensure a consistent level of service quality across all customer touchpoints.
  • Collaborate effectively with cross-functional teams to address and resolve customer needs, fostering a culture of teamwork and shared success.

FAQs

What is the location of the Customer Support Agent position?

The Customer Support Agent position is based in our Camden Town office in London and requires on-site work five days a week.

How many Customer Support Agents are you looking to hire?

We are looking to hire 1-2 dedicated Customer Support Agents to join our team.

What are the key responsibilities of a Customer Support Agent at Bits?

Key responsibilities include processing customer requests efficiently, resolving complaints courteously, maintaining confidentiality of customer information, assisting with security checks, educating customers about our services, documenting interactions, and collaborating with cross-functional teams.

What qualifications are required for the Customer Support Agent role?

Candidates should have 3+ years of customer support experience, preferably in a tech company, excellent written communication skills, the ability to show empathy, and strong problem-solving abilities. Experience supporting vulnerable customers is also preferred.

Is there a requirement for availability on weekends?

Availability to work on weekends is not compulsory, but it is preferred.

What kind of benefits does Bits offer to its employees?

Benefits include a competitive market salary, health insurance, opportunities for professional development, 28 days of holidays per year (including UK public holidays), regular team meals, and the chance to impact financial inclusion for underserved communities.

What is the interview process for the Customer Support Agent position?

The interview process consists of a quick introductory call, a short take-home technical challenge, and a final round to discuss your skills with our CEO and other team members while answering any questions you may have.

What skills are necessary for the Customer Support Agent role?

Necessary skills include excellent written communication, empathy, ability to multitask, strong problem-solving and critical thinking abilities, and proficiency in typing and navigating computer systems.

How does Bits contribute to financial inclusion?

Bits focuses on promoting financial inclusion by delivering credit-building solutions tailored for underserved individuals often overlooked by traditional financial institutions, helping them achieve their financial goals.

Can I customize my hardware as part of the job?

Yes, you have the option to choose your hardware as part of the benefits provided by Bits.

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Bits

Bits - Build Credit

Finance
Industry
11-50
Employees
2018
Founded Year

Mission & Purpose

Hi! We’re Bits, and we’re a Y Combinator backed startup that helps you build credit.