Q&A with Moneypenny Receptionist Amanda Beck

09 October 2017 6543 Views

What is your experience in the property industry?

I worked in estate agency for 12 years before joining Moneypenny and really enjoyed it. I loved the fast-paced environment, and building relationships with vendors, buyers and landlords was rewarding.

What does your role involve?

Now I work on the Estate Agent Specialist Team at Moneypenny, and my client is EweMove. We take calls for them and manage and handle customer queries by using their own portal. By doing this we book viewings and valuations, log calls, take rent payments, book maintenance work, upload premium Zoopla listings, issue credit references, process lettings applications, and manage Trustpilot reviews. The list is endless. To be honest, it feels as if we’re cheating on Moneypenny because we get all the perks and benefits of working for Moneypenny, but all the fun of EweMove.

How does your estate agent experience help your clients?

Having been at the forefront of the property industry, I can easily distinguish between what is a real emergency and what isn’t. This has saved my clients an enormous amount of time and effort.

Why do you think good telephone answering is important to estate agents?

It’s the initial contact a person has with an estate agent, so it could make or break whether they do business with them. That goes for both house sales and lettings. If the call is answered by an engaged, pro-active person, the potential client is much more likely to want to work with the estate agent.

How do you think Live Chat can help estate agents?

Life is so busy now that not everyone has time to call an estate agent during their opening hours, and we’re also evolving to communicate electronically more and more, so many people aren’t comfortable on the phone. I believe estate agents are heading in that way, and Live Chat opens the door for greater communication.

What customer service advice would you give an estate agent?

Absolutely use Moneypenny. I used Moneypenny when I worked for an estate agent, and I found the service fantastic. Having that front-of-house assistance lets the agent team slow down and concentrate on their clients. They can arrange to speak to them at the customer’s leisure, and aren’t rushing any appointments.