Customer Service Representative Job Overview
We're looking for a skilled and professional individual to join our customer service team as a Chat & Voice Support Agent. No prior experience is needed, but you must be eager to learn and grow with us.
What You'll Gain
* Full training provided – learn everything you need to succeed in the role
* A fun, inclusive culture where you can enjoy team lunches, social events, and more
* Career progression opportunities to advance into senior or leadership roles within the organization
About the Role
You will be the first point of contact, helping resolve issues efficiently while delivering friendly, accurate, and grammatically correct responses through live chat and phone support.
You will showcase your ability to ask insightful questions and provide effective solutions to our customers through live chat and phone, as needed.
This role also involves making occasional outbound calls to clients, advisors, or brokers, and identifying and escalating issues to supervisors for further action.
Key Responsibilities:
* Deliver exceptional customer service while being empathetic and resolving queries in a timely manner.
* Ability to achieve and exceed targets in a fast-paced environment.
* Exceptional written and verbal communication skills, with a high level of accuracy and typing speed.
* Strong skills in time management, decision making, and prioritization.
* Take ownership of supporting and resolving client needs and adhere to standards by following contact center processes and guidelines.
Requirements:
* Excellent written English—spell-checked, grammatically correct, and professional.
* Strong typing speed (40+ adjusted WPM) and accuracy in real-time chat scenarios.
* Ability to multitask efficiently handling several chat threads simultaneously.
* Empathetic and patient customer approach; able to diffuse tension calmly.
* Basic tech literacy: familiarity with chat support tools or CRM software.
* Previous experience in customer service, chat support, or online help desk is a plus.
* Experience working in the financial services sector is also desired.