Customer Service Representative

5 days ago

West Malling, Kent, United Kingdom Landmark Information Full time

About the Role

The Customer Service Representative will be responsible for delivering exceptional customer service and sales support to our clients. This role involves working closely with the sales team to identify and convert leads, as well as managing customer relationships to drive growth and retention.

Key Responsibilities

  • Provide support to customers through the entire lifecycle of new and existing projects, including mapping, quotation, query support and resolution, completion collations and post completion qualification.
  • Develop and adopt a consultative sales approach to customer relationship management to identify leads, opportunities, customer sensitivities and risk.
  • Effectively qualify all incoming project requests, tailoring our product and pricing offering dependant on customer and project needs with a focus on maximising revenue.
  • Communicate with customers through email, inbound and outbound calls, on occasion may be required to attend face to face meetings.
  • Manage pipeline effectively and communicate project and opportunity progression to the Concierge and wider Sales teams through face-to-face meetings and updating Salesforce records as per the expected standards.
  • Maintain up to date and detailed records of all prospect/project related activities through the Salesforce and Back Office applications.
  • Collaborate with customers to understand their specific feedback and needs, then work with the wider Concierge Team to continue developing and enhancing our processes and service.
  • Work with the Head of Concierge Managed Service to effectively manage time, workload and task execution.
  • Work with our data providers towards query resolution and proactively manage search progression to meet our customers' needs.
  • Show accountability through ownership of complex cases or sensitive customer support.
  • To have excellent knowledge of all Concierge tasks and systems to provide team agility.
  • To have excellent knowledge on all SearchFlow and its respective data providers products.

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