Customer Service Advisor London, England
Job description
Position Overview
· Daily management of incoming and out-going calls from Housing Hand (HH) customers
· Administration and maintenance of the HH CRM system
· Proactively contacting existing HH accommodation providers to establish, build and maintain relationships via phone & video
· Understand client needs, introduce them to the partner portal and identify growth and new business opportunities for the BD Team
· Interpret and explain customers tenant performance data using internal tools to increase conversions, add value and offer a seamless onboarding of HH applicants
· Identify and conduct relevant training with customers to support the relationship, product awareness and HH initiatives
· Be the point of contact to answer customer queries, resolve problems and provide solutions for accommodation providers in your sector/city
Your Roles and Responsibilities
· Promote the HH service portfolio to customers and identify upselling opportunities
· Process customer applications as per your daily tasks set
· Maintain the CRM system client records
· Verify, qualify, and check customer contract details with attention to detail
· Answer general HH enquiries on the phone, e-mail, and chat
· Complete out-bound calls to prospects requesting our Guarantor Service
· Building and sustaining long-term relationships that lead to the execution of long-term partnerships being signed
- Responsible for supporting individually to the teams overall KPI performance as well as own KPI’s.
What are your skills to do the job?
· An all-round excellent communicator and a relationship builder
· Open and honest team player
· Work well under pressure along with using own initiative
· Analytical and confident at analysing data
· Manage your time effectively
- Proficient writing skills
- Strong negotiation and consultative sales skills
· Problem solver with the ability to take ownership, seek support and resolve issues
· Ability to challenge ideas and ask questions to improve Housing Hand
· Excellent attention to detail and accuracy
What are your goals to be successful?
· Knowledgeable of the HH service and what we can offer our clients and AP’s
· Work closely with Business Development, Marketing, Finance, QA and CX team to offer consistently great service
· Achievement of daily/weekly KPI’s and performance metrics - telephone meetings, chat platform speed, contact rate, tasks, processing and low error rate
· Communicate with your team and Manager on your challenges
· Structured, enthusiastic, flexible and committed to individual, team and business goals
· To be an active team player that contributes to inputting ideas
· To have the aspiration to make an abundance of daily calls
· Be a team player accompanied by a winning mentality
Job Type: Full-time
Salary: £23,000.00 per year
Benefits:
- Casual dress
- Sick pay
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
- Overtime
- Weekend availability
Supplemental pay types:
- Loyalty bonus
- Performance bonus
Experience:
- Customer service: 1 year (required)
Work Location: In person
