Customer Service Executive - MAT Cover

Description

Department: Operations

Location: London

In our commitment to provide excellent service to all our customers, The Arch Company has established a team to provide a personal service in assisting potential customers find the perfect space for their business.

In this role, your main mission will be to connect small businesses with the perfect space from our portfolio. You will be the friendly, professional voice answering calls and responding to emails to help customers on the first leg of their journey with us, so great written and verbal communication is key. You will be a highly organised individual, logging calls, arranging viewings, and following up with customers to provide an outstanding level of service.

We work together to drive positive change and welcome suggestions of how we can improve our service and processes to enhance customer experience further. Our goal is to provide customers with a smooth and positive experience so while phone‑based sales experience is a bonus, we are happy to train the right candidate for the role.

• Providing outstanding customer service and sales skills to a broad range of B2B customers.
• Managing contact with customers via phone and email and assisting them in finding suitable properties and answering questions within our agreed SLA.
• Investigating and resolving customer queries.
• Coordinating and confirming internal agents’ viewings.
• Working with other teams to deliver exceptional customer service.
• Logging and monitoring of customer queries.
• Ad‑hoc administrative duties as required by the Team Leader.
• Learning our unique and diverse portfolio and going onto site monthly to assist with open days.

• Ability to effectively interact and communicate with clients and team members, ensuring clarity and professionalism.
• Basic understanding of real estate principles, gained through either experience or academic studies.
• Strong ability to manage multiple tasks, prioritise workload, and maintain accurate records.
• Capacity to absorb information and learn new processes rapidly, adapting to changing circumstances.
• Ability to work independently and use initiative to assist customers effectively, anticipating their needs and addressing issues promptly.
• Ensures all documentation and communications are accurate and thorough, reducing the risk of errors.
• Demonstrates a strong commitment to customer satisfaction, going above and beyond to meet client needs.
• Efficiently manages time to meet deadlines and handle multiple customer inquiries simultaneously.
• Ability to collaborate effectively with colleagues to achieve common goals.
• Familiarity with customer service software, databases, and tools; comfortable using technology to enhance service delivery.
• Hunger to hit monthly targets and meet daily SLAs.

• Previous phone‑based or customer facing role involving sales.
• Knowledge of Microsoft Office, particularly Excel and Outlook.
• Previous experience using a helpdesk such as Zendesk, Babble etc.

(Training on all our systems, products and services will be provided.)