Client Relationship Executive

2 weeks ago


Southwark, United Kingdom Oyster Consultants Full time

We are recruiting for a Client Relationship Executive, to join a great team in a friendly, fast-paced organisation dealing with a diversity of clients to resolve their queries. The Customer Service Desk is the first point of contact for multiple Estate Agenciesacross the UK using our advanced lettings platform.

The Client Relationship Executive will work as part of the Customer Service Team delivering high quality service to users of the lettings platform. The role of the Executive is to understand issues that customers are having in using the system, and ensuringthe way to use the system is explained, bugs identified, and workarounds given, so that our customers can accomplish their business tasks.

**MAIN DUTIES AND RESPONSIBILITIES**
- The first point of contact for all 1st line service support for all client issues.
- Provide 2nd line diagnosis of incidents and service requests and implement solutions.
- Prompt escalation of incidents to 3rd line support.
- Identify trends for ways to prevent future issues, recommending improvements to the system to decrease service calls.
- Manage customer calls from first contact point to resolution.
- Resolve direct and escalated calls in an efficient manner, ensuring that call logs and customers are kept up to date.
- Take responsibility for the timely resolution of calls, whether resolving the issue directly or escalating to another team.
- Identifying proactive measures to improve service.

**ESSENTIAL**
- High empathy skills.
- Experience in the lettings industry
- Good telephone manner.
- Inquisitive and probing.
- Great attention to detail.
- Clear, and logical thinking.
- Good problem-solving skills.
- Ability to effectively prioritise and execute tasks.
- Highly self-motivated.
- Strong Multi-tasking skills
- Ability to work well under pressure

**DESIRABLE**
- Experience of working in an ITIL service delivery environment.
- Software support/property industry

**Salary -**£26,000
- Location

Home working with occasional visits to our offices in Surrey, Kent or London



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