Customer Support Specialist, OntheMarket - London

Overview

CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. In December 2023 CoStar Group purchased OnTheMarket (OTM) and will develop the brand into the UK's number 1 residential property portal, supported by deep expertise from the CoStar Group and our Homes and Apartments teams.

Role Description

As part of the Technical Support team, you'll ensure client property listings are accurately processed and displayed on the OnTheMarket website, while handling queries and complaints from both clients and consumers. You'll support estate and letting agents using OnTheMarket Expert, our secure platform for managing listings, enquiries, and reporting, and act as a product champion with strong system knowledge. The role also involves working closely with third party software providers, internal product and development teams, and staying up to date with ongoing website enhancements to ensure a smooth customer experience.

Responsibilities

• Provide technical and customer support to estate and letting agents via inbound and outbound calls, email, and occasional face to face meetings.
• Liaise with clients and their third party software providers to establish and maintain automated data connections, assess data quality, and resolve issues.
• Confidently support customers across calls and email, managing a varied workload in a fast paced environment with strong time management.
• Investigate and resolve queries raised by clients, consumers using the OnTheMarket website, and internal colleagues, communicating solutions clearly and managing expectations.
• Analyse raw data from feed providers and work with clients, suppliers, developers, and internal technology teams to diagnose and resolve technical issues.
• Monitor and manage tickets within the ticket management system, ensuring issues are prioritised and progressed effectively.
• Proactively audit client accounts to identify and resolve potential issues.
• Independently troubleshoot live service issues, clearly documenting investigations and resolutions, and sharing knowledge with colleagues where appropriate.
• Support new product rollouts, system enhancements, and ad hoc projects as required.
• Maintain consistently high standards of customer service in all interactions.

Qualifications

• Previous call centre or customer support experience, comfortable handling both inbound and outbound calls.
• Proficient in Microsoft Suite (Apps), Zoho CRM, and Zoho Desk.
• Knowledge of all major internet browsers (Internet Explorer, Edge, Chrome, Firefox, Safari).
• Strong written and verbal communication skills, with confidence in providing email based support and troubleshooting.
• Excellent time management and prioritisation skills.
• Demonstrate interest in the real estate industry.
• Able to work effectively under pressure within a busy, fast moving environment.
• Proactive problem solver who works well in teams or autonomously, grasping concepts quickly and clearly.
• Able to make decisions independently throughout the problem solving process.
• Must have excellent attention to detail, be self motivated, organized, flexible and approachable.
• Bachelor's degree or equivalent experience.

Benefits

Working at CoStar Group means you'll enjoy a culture of collaboration and innovation, a supportive environment based in the Blue Fin, and a range of perks including full private medical and dental cover, life assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay, and more.

Equal Opportunity Employer

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug free workplace and perform pre employment substance abuse testing. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation.