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Customer Solutions Specialist

3 months ago

London, Greater London, United Kingdom Zoopla Full time

Summary of role
At Zoopla we want to help everyone make intelligent home buying decisions.

Our Commercial team is at the heart of this mission and responsible for one of its most important elements - our customers.


As a _Customer Solutions Specialist_, you will be responsible for responding to an inbound queue of complex customer queries, submitted by our sales, support and onboarding teams as they manage our new and existing customers through the pre and post sales experiences.

Your role as a trusted advisor to our customers and the teams in their most critical times will assist in the effective sale and support of at risk customers through comprehensive problem solving.


You will:

  • Manage and respond to a queue of inbound queries related to complex business process, configuration and installation issues,
  • Deliver on short one off, deep dive engagements with an array of customers and prospects across the National portfolio,
  • Provide technical and business expertise to ensure customers are adopting the most suitable solution for their business and adapting workarounds where necessary to meet their needs, and
  • Record and report on all engagements, ensuring accounts teams are informed of your advice to customers and further action should this be required.


The most important part of your positions will be to build relationships and trust amongst your internal stakeholders - cultivating a strong reputation as someone who your commercial and support counterparts can call on to solve complex customer problems time after time.


Key responsibilities

  • Respond to an inbound queue of highly complex guidance request, supporting customers in both the pre and post sale environment
  • Provide product guidance to customers with complex business problems and find alternative solutions for them
  • Be fastidious with time management nimble and able to juggle competing priorities and deadlines, the ability to prioritise is a must
  • Meticulous record keeping, noting every customer engagement and solution as dictated by internal process
  • Build and maintain relationships with internal stakeholders such as sales and support
  • Escalate / ask for support for issues beyond your technical expertise to your manager
  • Collaborate with peers on the National Solutions team to share knowledge and best practice
  • Champion best practices across the technical organisation, leading by example for those around you

Requirements:

Required Experience
This is a senior technical support role, suitable for those with experience on the Alto (or other similar platform) support team or similar, demonstrating:

  • Strong experience of supporting Software products software support experience
  • Strong customer service skills
  • Strong time management and organisational skills
  • Zendesk or Salesforce case management experience desirable
  • Knowledge of Alto and Jupix / Expert Agent softwares preferred
  • Be passionate and enthusiastic about solving customer problems
  • Be energetic and a team player, seeking opportunities to go above and beyond to achieve team goals
  • Demonstrate agility be able to dip in and out of complex customer problems with ease
  • Demonstrate excellent interpersonal skills to enable working with people
at all levels

  • Be credible and comfortable dealing with and engaging with senior
- company execs

  • Demonstrate excellent time management and planning skills
  • Be flexible, adaptable and comfortable in a fastmoving, resultsorientated environment

Benefits

  • Everyday Flex greater flexibility over where and when you work
  • 25 days annual leave + extra days for years of service
  • Day off for your birthday, house move, good deed day, and digital detox day
  • Cycle to work and electric car schemes
  • Free Calm App membership
  • Enhanced Paternity Leave
  • Fertility Treatment Financial Support
  • Group Income Protection and private medical insurance
  • Gym onsite in London or membership in regional offices
  • 7.5% pension contribution by the company
  • Discretionary annual bonus up to 10% of base salary
  • Talent referral bonus up to £5K