Customer Care Associate (English Account)

Customer Care associate will provide a supporting role for the Customer Care department in dealing with all kinds of customer related inquiries and challenges originating at the clients’ end.

And provide a supporting role for:

The Commercial team in on-boarding new clients, and supporting existing clients with systems usability

The TECH team in dealing with all kinds of customer related technical issues originating at our end

Responsibilities

• Answer the support phone line within 2 rings.
• Use standard Propertyfinder greeting when answering the phone, introduce yourself.
• If you need to transfer the line, ensure to brief your colleagues about the caller’s request before transferring.
• Listen, ask clarifying questions, identify the customer enquiries and answer them promptly.
• Attend to chat requests and answer clients’ inquiries in a professional manner
• Respond to the support tickets promptly within the service level agreed time and in a professional manner.
• Diagnose the technical problem at the customer end and identify the possible solution (s)
• Work out the solution and carry it out promptly with the customer
• Escalate to Technical Operations any issue which require further action
• Communicate clearly with the team
• Validate solutions provided by the technical team before communicating with the client (s).
• Communicate clearly with the client(s) on time frames and solutions, follow up with clients when required
• Build a good relationship with the customers and understand their needs and technical resources to better support them
• Build a good relationship with the commercial team and provide them with the necessarily support to manage their clients