Customer Service Agent

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

Why Work With Us?

At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way!). 🎉💼 We offer:

• Competitive Salary & Benefits

• Growth & Development Opportunities

• Creative and Collaborative Environment

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