Position Overview

The Customer Service Agent is responsible for delivering exceptional customer service This role involves engaging with customers from diverse backgrounds to address their needs and resolve issues. The ideal candidate will possess a blend of customer service expertise to enhance customer satisfaction.

Key Responsibilities

• Support our customers by providing a great customer experience aligned to our values

• Engage with customers via chat and email, be relentless in resolving their issue, minimising customer disruption

• Provide proactive updates to customers where required, ensuring a great experience

• Work with your team to highlight any issues causing our customers unnecessary challenges

• Take ownership of the customers journey through their queries and seek to provide a seamless customer experience

• Contribute to your team and department performance through meeting your agreed weekly targets

• Department KPIs such FCR, CSAT and Average Response Times are to be kept top of mind at all times

• Actively support business change initiatives through a positive work ethic

• Always adopt a commercial mindset, seeking opportunities to convert customers and cross- sell to other products at all touchpoints

• Liaise with internal teams (Risk Operations, Payments, Compliance, Marketing etc) to effectively resolve customer queries

• Escalate urgent and important issues through the appropriate channels and ensure there is a flawless feedback loop to the management team

• Suggest improvements to the customer journeys as appropriate

Requirements

• 2 year minimum experience in a similar role

• Expertise in identifying opportunities to upsell or cross-sell additional products or services

• Strong analytical skills, a problem-solving mind-set and great attention to detail

• Ability to understand and relate to the customer's feelings and perspectives.

• Ability to manage communications across various platforms, such as phone, email and chat

• Skills in following up with customers to ensure satisfaction and maintain relationships

• Commercial awareness and great team player

• Flexibility to work evenings and weekends if required

The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity.

Why Work With Us?

At Silverspin, we take bold but thoughtful approaches to what we build and how we work. We act with confidence and responsibility, focusing on smart decisions, meaningful impact, and long-term success.

Joining us means being part of a team that values curiosity, ownership, and collaboration. We encourage people to challenge ideas, simplify complexity, and grow together - creating an environment where great work (and good energy) go hand in hand.

We offer:

• Competitive salary and benefits

• Opportunities to learn, grow, and develop

• A creative, collaborative team environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.