Position OverviewThe Customer Service Agent is responsible for delivering exceptional customer service while actively promoting and selling the company's services. This role involves engaging with customers from diverse backgrounds to address their needs, resolve issues, and drive sales. The ideal candidate will possess a blend of sales skills and customer service expertise to enhance customer satisfaction and achieve sales targetsKey ResponsibilitiesSupport our customers by providing a great customer experience aligned to our valuesEngage with customers via chat and email, be relentless in resolving their issue, minimising customer disruptionProvide proactive updates to customers where required, ensuring a great experienceWork with your team to highlight any issues causing our customers unnecessary challengesTake ownership of the customers journey through their queries and seek to provide a seamless customer experienceContribute to your team and department performance through meeting your agreed weekly targetsDepartment KPIs such FCR, CSAT and Average Response Times are to be kept top of mind at all timesActively support business change initiatives through a positive work ethicAlways adopt a commercial mindset, seeking opportunities to convert customers and cross- sell to other products at all touchpointsLiaise with internal teams (Risk Operations, Payments, Compliance, Marketing etc) to effectively resolve customer queriesEscalate urgent and important issues through the appropriate channels and ensure there is a flawless feedback loop to the management teamSuggest improvements to the customer journeys as appropriateRequirements2 year minimum experience in a similar roleigaming experience will be requiredExpertise in identifying opportunities to upsell or cross-sell additional products or servicesStrong analytical skills, a problem-solving mind-set and great attention to detailAbility to understand and relate to the customer's feelings and perspectives.Ability to manage communications across various platforms, such as phone, email and chatSkills in following up with customers to ensure satisfaction and maintain relationshipsCommercial awareness and great team playerFlexibility to work evenings and weekends if requiredWhy 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 & BenefitsGrowth & Development OpportunitiesCreative and Collaborative EnvironmentSilverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.