Who Are We
At The Marq, we are more than a workplace, we're a family united by a flexible culture, committed to supporting each other and growing together.
Role & Responsibilities:
- Familiarity with call center systems and software for tracking calls and performance metrics.
- Accurately input customer information and interaction details into the system.
- Update records as necessary based on customer interactions.
- Navigate through multiple applications and systems during customer calls.
- Use internal knowledge bases and resources to find information quickly.
- Follow protocols for handling sensitive customer data and maintaining confidentiality.
- Handle all incoming/outgoing calls to the call center.
- Provide the best possible service to the customers to achieve the highest level of customer satisfaction.
- Handle and solve all inquiries, requests, and complaints received via all channels available (phone, e-mail, etc.).
- Communicate with other departments to answer all relevant customer inquiries (community team, facility team, client relations, etc.).
- Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust.
- Respect and apply company vision, mission, and values.
- Fully understand both individual and company objectives, and work on achieving them effectively and efficiently.
- Use the available tools and systems to provide the correct information to customers (applications, knowledge base, company website, etc.).
- Keep up to date with all the services and products provided by the company.
- Resolve all customer complaints, requests, and inquiries within the pre-determined SLA's.
- Escalate problems and provide relevant feedback to the right channels.
Requirements:
- Minimum 1 year of experience in Customer Service or Call Center.
- Bachelor's degree in Business, Marketing, or a related field.
- Real-estate Call center background is a must.
- Proficiency in problem-solving.
- Fluent in English
- Working knowledge of MS Office.
- Strong active listening and verbal communication skills.
- Ability to multitask and manage time effectively.
Be part of a culture built on growth, teamwork and support.
