Member Support Agent

Member Support Agent

Remote working with 1 day a month in the Bristol or London office

Shifts between 8.00 am - 8.00 pm Monday to Saturday.

£26k p.a

Our client, a fintech company, helping people to grow their credit score, has an exciting opportunity for a Member Support Agent to join their team!

The role:

• You’ll work on first line customer support tickets via live chat and emails ensuring that every interaction with the members champions their brand and voice
• Your communications will range from replying with a single saved reply to bespoke answers based on the customer’s situation
• You’ll help members with simple troubleshooting and will report all technical issues to the technical squad
• You’ll work as a team with your peers and will support them where possible
• You’ll share member insights with the wider team
• You’ll work closely with senior agents when investigating potential issues and
• escalations
• You’ll ensure that you hit individual and team performance key indicators
• You’ll get involved with business projects as your knowledge of the company grows

Key skills/ experience:

• 2+ years of experience working for an online customer service team
• Ability to handle 4 live chats at the same time
• Proactive and eager to learn
• Experience managing multiple communication channels (live chat, emails, social media)
• Experience working with Zendesk or a similar customer support system
• Fun, friendly, and empathetic mindset
• Ability to thrive in a fast-paced, ever-changing and demanding environment
• A team player

Benefits

• Competitive salary - based on your level of experience
• Annual bonus
• £500 richer life fund
• 33 days holiday, a day off in your birthday month, extra holiday time for working during Christmas period
• Enhanced parental leave package
• Pirkx employee reward scheme; telephone GP, free counselling, high street discounts and more
• Work from home, our Bristol office or access co-working spaces nationwide