Our client, a deposit free renting platform are looking for a Customer Support Associate.
They are building an elite Customer Support function. They’re growing fast, which means they need to build the best possible team, and that’s where you come in. As a Customer Success Associate, you will work closely with their partnered letting agents, tenants and landlords with one primary goal: to build strong & sustainable customer relationships.
Their Customer Support Associate's are product experts and they'll give you all the training and tools you need to solve customer problems in a multi-channel environment. As well as re-actively solving issues, the team works proactively and cross-functionally across the entire company as champions for their customers.
What you’ll do:
Supporting tenants, landlords and partner letting agents (with various levels of computer literacy) via multiple channels (phone, e-mail, and/or live chat.)
Providing support and a proven ability to multi-task, manage competing deadlines, whilst paying strict attention to detail
Assisting with data management and ensuring accurate customer records are maintained
Helping to implement creative ways to improve their customer relationships and support continuous improvement across the business
Being the face of the company and a product champion, able to easily articulate their benefits to customers
Dealing with potentially difficult situations and de-escalating them with appropriate responses.
Assisting with maintaining their customer support knowledge hub, writing articles and monitoring their use
Collaborating with colleagues to ensure customer issues are escalated as appropriate and resolved promptly
Assisting with product activation, whilst taking a proactive approach in identifying and resolving potential problems
Who you are:
Ability to speak and write in English idiomatically in a fast-paced environment
Previous experience in a customer-facing role and a customer-centric mindset
A keen eye for detail, a willingness to learn and a positive attitude
Ideally BA/BS degree or equivalent practical experience.
Ideally, but not essential, you’ll have experience of working in a startup environment and/or a passion for disruptive startups
Interest in the property or property tech industry is also a big plus
What’s in it for you:
Flexibility: They want you to be your own leader and encourage an autonomous and flexible work style right across the business
Socials: They like to bring everyone together for a weekly team lunch, regular social events and get-togethers in a fully stocked kitchen with snacks, fruits and drinks!
Holiday: 25 days’ holiday a year (plus UK public holidays), and they encourage you to use them all up!
Learning and training: they’ll contribute towards training courses and conferences that help you learn and grow professionally and personally
Personal development: Following a motivating career path, they value growth from within and encourage people to step up