Customer Support Specialist

As a Customer Service Specialist, you will be the primary point of inbound contact for our customers, providing excellent customer service and technical support across Hutly’s product suite.

You will handle inbound enquiries, resolve issues, and ensure a positive customer experience through effective communication and problem-solving skills. This role requires a keen attention to detail, empathy throughout customer interactions, and the ability to navigate several systems, digesting data efficiently to troubleshoot resolve enquiries from our customer base.



Key Responsibilities:

Customer Service: Handle incoming calls and emails from customers within SLA’s in a professional manner.
Technical Support: Diagnose the problem and provide first-line technical assistance to help resolve issues whilst knowing when to escalate more complex problems to higher-level support staff.
Escalation Management: Escalate complex issues to the appropriate department or senior staff as needed.
Issue Resolution: Address customer complaints and provide appropriate solutions.
Product Knowledge: Develop a deep understanding of company products to assist customers effectively.
Documentation: Accurately document customer interactions and transactions in Hubspot Service CRM.
Communication: Communicate clearly and effectively with customers, our partners and fellow team members to ensure information is relayed accurately.
Team Collaboration: Collaborate with other departments to resolve complex customer issues.
Continuous Improvement: Provide feedback on customer issues and suggest improvements in processes and services.
Quality Assurance: Ensure adherence to quality standards and procedures in customer interactions.
Feedback Collection: Gather customer feedback and insights to improve our products and services.
Skills and Qualifications:

Proven experience in a customer service role or contact centre environment.
Technically sound, comfortable providing technical support
Ability to pick up systems and processes quickly
Excellent communication skills, both verbal and written.
Strong problem-solving abilities and the ability to think on your feet.
Empathy and patience in dealing with customers.
Proficiency in Hubspot is advantageous as well as experience across other computer support applications.
Prior experience as a property manager or in a real estate / conveyancing environment highly regarded.
Ability to work autonomously effectively in a fast-paced, changing environment.
Work Environment:

Fast-paced scale-up environment.
Emphasis on teamwork, collaboration, and continuous improvement.
Company commitment to providing exceptional customer service experiences.
Opportunities for career growth and development within the company Read more