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Details

Start date:
ASAP

Location:
England, Wiltshire, Swindon

Industry type:
Call Centre and Customer Service

Salary:
£0 - £0 per annum

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Customer Support Executive

Job description

Customer Service Executive

Competitive Salary

Working closely with the Product Director and the Account Management team, the Customer Support Executive is responsible for delivering a high quality and proactive service to Estate Agency customers in support of this exciting and innovative digital sales progression and chain building product across the property market.

Responsibitlies:

  • E-mail and telephone support, investigating and resolving customer queries; working where necessary with internal support teams and other colleagues
  • Taking end-to-end ownership over issues and managing customer expectations accordingly, appropriately escalating issues where required, providing education and ensuring issues are fully resolved in a timely manner.
  • Working closely with Account Managers to assist them where required in engaging new branches and users, with responsibility for customer registration & account preparation.
  • Support the Account Managers on occasional client visits & training webinars/calls.
  • Proactively and constructively contributing ideas and challenging the team's processes where potential improvements have been identified.
  • Developing strong internal and external relationships, working collaboratively to achieve results.
  • Accurately recording and updating customer information across multiple internal systems and providing reporting on customer query types.
  • Attending and actively contributing to meetings and projects that benefit the wider team, including system testing, process training and team meetings.
  • Working with the Customer Support Manager to plan resource and report on KPIs.
  • Ensuring teams are appropriately briefed and provide training for new team members.

Personal Qualities and Attributes

  • An excellent understanding of the value of customer service to an organisation.
  • Excellent communication skills with an ability to work well with others at all levels and facilitate meetings.
  • Confident in delivering onsite and telephone training to customers, in support of the Account Management team.
  • Able to work under pressure, manage time and prioritise own work and that of the team.
  • Ability to design, implement and control operational processes.
  • A good knowledge of the estate agency and conveyancing process is an advantage
  • Solid IT skills including Excel, Word and ideally CRM databases.

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