Client Service Escalation Specialist, CoStar - London

Client Service Escalation Specialist - London

Responsibilities

• Be the customer's (external & internal) point of contact for any escalated questions related to our products, research, billing, etc.
• Answer incoming calls and diagnose technical and application calls from customers, sales and other departments ensuring the customer's needs are fully resolved.
• Provide second tier support for other departments, taking escalated calls and giving consultation on policies, procedures, and technical support for CoStar products and applications.
• Own cases until they are fully resolved to ensure a world class customer experience.
• Use negotiation and outstanding customer service skills to handle escalated calls from internal and external customers.
• Provide product knowledge and skills training on a one to one basis with customers and/or other departments.
• Support sales colleagues to maintain world class customer service standards.
• Assist customers with application usage, troubleshooting application and network related issues, and running standard reports when customers cannot access our program(s).
• Track and coordinate escalated customer issues requiring management response; ensure follow up and consider trends for analysis.
• Enter actions for all customer contact in CRM, including detailed notes for subsequent users.
• Diagnose and resolve software program problems with malfunctioning equipment or applications and recommend corrective actions.
• Research, replicate, perform root cause analysis, and provide feedback for product issues reported by customers.
• Promote teamwork and cooperative effort.

Qualifications

• French language skills (written and spoken) to business/professional level.
• Bachelor's degree or equivalent experience.
• Experience in customer service, building rapport over the telephone and overcoming objections.
• Knowledge of commercial real estate preferred.
• Excellent interpersonal skills (communication, conflict resolution, negotiation, etc.) when dealing with internal and/or external audiences at all levels of management.
• Ability to deliver results while working to deadlines under pressure.
• Ability to plan and organize workload in a fast paced environment.
• Ability to be flexible and adapt to changing situations at a high growth company.

Benefits

• Full private medical cover and dental cover.
• Life assurance and member rewards.
• 28 days annual leave, competitive pension and season ticket loans.
• Enhanced maternity and paternity pay.
• And more.

EEO Statement

CoStar Group is an Equal Employment Opportunity Employer. We maintain a drug free workplace and perform pre employment substance abuse testing.