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Customer Service Agent
Silverspin. Support customers by providing a great customer experience aligned to company values .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing exceptional customer experiences, with a focus on upselling and cross-selling products. Strong analytical and problem-solving skills are essential for managing customer communications and improving customer journeys.
Highest-signal resume keywords
Customer Experience ManagementUpselling And Cross-SellingAnalytical SkillsProblem-Solving MindsetKPI Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Journey OwnershipIssue ResolutionPerformance Metrics TrackingProactive Customer UpdatesFeedback Management
Soft Skills
Attention To DetailTeam CollaborationFlexibilityCommunication SkillsRelationship Management
Industry Keywords
Customer Satisfaction (CSAT)First Contact Resolution (FCR)Risk OperationsComplianceMarketing
About the role
Key responsibilities & impact- Support customers by providing a great customer experience aligned to company values
- Engage with customers via chat and email, resolve issues, and minimise customer disruption
- Provide proactive updates to customers where required
- Work with the team to highlight issues causing customers unnecessary challenges
- Take ownership of the customer journey and provide a seamless customer experience
- Contribute to team and department performance through agreed weekly targets
- Keep department KPIs such as FCR, CSAT and Average Response Times top of mind
- Support business change initiatives
- Seek opportunities to convert customers and cross-sell other products
- Liaise with Risk Operations, Payments, Compliance, Marketing and other internal teams to resolve customer queries
- Escalate urgent and important issues through appropriate channels and maintain feedback to management
- Suggest improvements to customer journeys
Requirements
What you’ll need- 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
Benefits
Comp & perks- Competitive Salary & Benefits
- Growth & Development Opportunities
- Creative and Collaborative Environment
- Inclusive environment
- Equal opportunity employer