Customer Support Representative- Flexible Working Available

Location
London (Greater)
Salary
Competitive salary - Pension scheme - Team social events - 25 days of holidays plus bank holidays
Posted
29 Mar 2021
Closes
29 Apr 2021

Hammock provides rent collection, bookkeeping, current account and data analysis services for the property sector. We bring FinTech and PropTech together, helping landlords and property managers save time and money in the management of their finances.

Our Founder and CEO, Manoj Varsani, is a technology expert and a landlord. Landlords often manage their property finances with a mix of low-tech solutions. At Hammock we are changing this by making the latest
developments in FinTech available to the property sector.

Our Marketing Team is central to spreading the word about Hammock and to engaging our growing community of landlords.

The Customer Support Representative will work closely with our Head of Marketing to answer questions and provide in-depth product expertise for both current customers and prospects.

The Customer Support Representative will also help new users make the most of their Hammock subscription providing proactive support and tips.

We are a small team and the Customer Support Representative will work as part of the wider commercial team together with our marketing and sales experts.

The Customer Support Representative will be our product specialist and main point of contact for customer queries.

Their main responsibility will be to provide support to the highest standard to current and potential users. This will include both replying to inbound queries and proactively engaging with users and prospects to ensure that they are making the most of the Hammock experience.

The Customer Support Representative will represent the brand in dealing with all inbound queries from customers and prospects in a timely manner. We receive inbound queries via phone, email, real-time messaging from our website and on social media.

A key element to an enjoyable user experience for our new users and prospects is a successful set up of their account.

The Customer Support Representative will be responsible for proactively engage with potential new users guiding them through product demonstrations and supporting them in getting started with Hammock. This
will include collaborating with the Sales team to onboard new customers.

At the same time, the Customer Support Representative will represent “the voice of the customer” internally, by reporting any bugs to the rest of the Hammock team for prompt resolution.

The Customer Support Representative will also collate feedback and suggestions from users and communicate it to the Product and to the Sales teams, thus contributing to the development of Hammock’s product roadmap.

The Customer Support Representative will operate as part of the Marketing team and of the wider commercial team (Marketing plus Sales) and they will be exposed to commercial and communication planning.

Due to the natural overlap of some customer support activities with other marketing and/or sales engagements (e.g. many conversations with potential users on social media will involve aspects of “pure” customer support as well as selling techniques), the Customer Support Representative will also be responsible for managing escalation and/or referral to other team members as appropriate.

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