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- Tasks: Support customers with product inquiries via phone and email, ensuring a positive experience.
- Company: Join CoStar Group, a leader in real estate information and analytics, shaping the industry for over 35 years.
- Benefits: Enjoy perks like private medical cover, 28 days leave, and a vibrant work culture in iconic locations.
- Why this job: Be part of a collaborative team driving innovation in hospitality data and make a real impact.
- Qualifications: Bachelor's degree or equivalent, customer service experience, and proficiency in Microsoft Office required.
- Other info: We encourage diverse applicants, especially women and underrepresented groups in the industry.
The predicted salary is between 30000 - 42000 £ per year.
Product Support Associate, STR – London – 12 month FTC
Job Description
PRODUCT SUPPORT ASSOCIATE – STR – LONDON, UK
OVERVIEW
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world\’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We\’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.
STR is the global leader in hospitality data benchmarking, analytics and marketplace insights for the global hospitality industry. STR delivers data that is confidential, accurate and actionable to empower our clients to strategize and compete in their markets.
Learn more about STR
ROLE DESCRIPTION
The Product Support Associate is responsible for creating a positive service experience for our customers. This is achieved by providing product or website support via phone and/or email for STR customers around the world. The Product Support Associate will work cohesively and efficiently with other departments in the organization to ensure customer inquiries are fully resolved.
RESPONSIBILITIES
- Maintain appropriate knowledge of products and services to resolve client questions or concerns in an accurate and timely manner.
- Seek to understand the issue a client is experiencing, communicate a willingness to help, and provide a comprehensive solution within established time commitments.
- Support customers within multiple asset classes: hospitality, hostels, short term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed.
- Maintain customer records by updating and entering account/subscription information in various systems.
- Become a Subject Matter Expert on Benchmarking and legacy STR products and services in order to educate clients on what is available to best fit their needs.
- Create and maintain accurate records regarding customer interactions.
- Provide support services to other departments as needed.
- Provide training to customers, which may include: product overviews, methodology reviews, and website usage.
- Keep managers informed of client feedback received and how to best action for better future outcomes.
QUALIFICATIONS
- Bachelor\’s degree or equivalent experience
- Experience in a customer facing role.
- Experience using the Microsoft Office suite of applications (Excel, Outlook, and Word).
- Additional European language (German, French, Portuguese preferred)
- Prior experience working at a hotel property or in a hotel corporate environment
- Experience working with a CRM system, with case management systems
- Ability to work in multiple systems simultaneously
- Ability to multi-task in a fast-paced environment while prioritizing your workload
- Ability to manage and hit deadlines
- Ability to work well independently, while also contributing to a larger team as needed
- Excellent communication skills, both written and verbal with a willingness to go above and beyond to solve problems
- Ability to develop innovative solutions to client questions and concerns
- Ability to adapt to change in a high growth company
- Ability to quickly adopt change and remain flexible to learning new things
- Ability to analyze data and understand issues and discrepancies
WHAT\’S IN IT FOR YOU:
Working at CoStar Group means you\’ll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines. As well as having an outstanding working environment based in iconic buildings the Shard and Blue Fin. Other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay, and much more!
At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions and beliefs.
However, we particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
Product Support Associate, STR - London - 12 month FTC employer: CoStar Group
Contact Detail:
CoStar Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Associate, STR - London - 12 month FTC
✨Tip Number 1
Familiarise yourself with the hospitality industry and STR's products. Understanding the specific challenges and needs of clients in this sector will help you provide tailored support and demonstrate your expertise during interviews.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-playing common customer scenarios can prepare you to handle inquiries effectively and show your ability to empathise and resolve issues.
✨Tip Number 3
Network with current or former employees of CoStar Group or STR. Engaging with them on platforms like LinkedIn can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Stay updated on industry trends and news related to real estate and hospitality. Being knowledgeable about recent developments can help you stand out as a candidate who is genuinely interested in the field and ready to contribute.
We think you need these skills to ace Product Support Associate, STR - London - 12 month FTC
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Product Support Associate position. Understand the key responsibilities and qualifications required, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous customer-facing roles or experience in hospitality. Mention specific examples of how you've resolved client issues or provided exceptional service.
Showcase Communication Skills: Since excellent communication is crucial for this role, ensure your application reflects your written and verbal communication skills. Use clear and concise language, and consider including examples of how you've effectively communicated with clients in the past.
Tailor Your Application: Customise your CV and cover letter to align with the values and mission of CoStar Group. Mention your enthusiasm for the real estate industry and how your skills can contribute to their goal of providing valuable insights and solutions to clients.
How to prepare for a job interview at CoStar Group
✨Know the Product Inside Out
Familiarise yourself with STR's products and services. Understand their features, benefits, and how they cater to different customer needs. This knowledge will help you answer questions confidently and demonstrate your commitment to providing excellent support.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you successfully resolved customer issues. Highlight your ability to empathise with clients and provide comprehensive solutions, as this role heavily relies on creating positive service experiences.
✨Demonstrate Adaptability
Be ready to discuss how you've adapted to changes in previous roles. The job requires flexibility and the ability to learn quickly, so share instances where you successfully navigated new systems or processes.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
