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.

Customer Service Agent

Job Description