Customer Support Specialist

• Permanent role based in Richmond

• Work with a supportive, friendly team to deliver great customer experiences!

• Enjoy long term growth in a culture focused on training and development!

We're REA

REA Group  is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property.
 
With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.
Our people are the key to our success. At the heart of everything we do, is a thriving culture centered around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to be named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Where the team fits in

Our property marketing funding business for homeowners and agents, CampaignAgent, was created with a mission to provide financial freedom to the real estate industry. The team is highly passionate about providing innovative, low friction financial solutions to Australia’s leading residential real estate agencies focusing on campaign advertising.
 

The Customer Support Specialist role is a critical and central role to the organization. You will be part of a team that can adapt quickly to customer needs to deliver an empathetic and consultative support experience through creative problem-solving.

What the role is all about

• Develop deep knowledge and understanding of CampaignAgent’s CRM and technology

• Support our customers (agencies and vendors) to effectively resolve issues through phone and email

• Help customers navigate a variety of tools within CampaignAgent’s CRM

• Collaborate with internal teams to identify any issues and escalate to the appropriate channels

• Checking and processing customer applications in an accurate and timely manner including compliance requirements

• Monitoring queues and interpreting reports to manage daily workload

• Interpreting and administering regulatory compliance relating to our products

• Ensuring that all customer data is accurately and responsibly stored on our CRM

• Ad hoc administration duties to support the team

Who we’re looking for

• Experience in a similar support role managing queues, inbound emails, calls and/or chat

• Experience using Zendesk or other support software is desirable

• Experience and an understanding of CRM platforms is ideal

• Going above and beyond delivering service that promotes customer loyalty and advocacy through clear communication, positive language, active listening and empathy

• Resolving customer problems in a timely manner through strong analysis and decision making, persuasion skills and being adaptable to meet customer needs

• Demonstrating resilience, taking accountability for the customer experience and displaying a continuous improvement mindset

• A team player who takes initiative, who is comfortable working autonomously

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow.

Some of our Perks & Benefits include: 

• A hybrid and flexible approach to working
• Flexible leave options including, birthday leave and purchase additional leave
• Flexible parental leave offering for primary and secondary carers
• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
• Hackdays so you can bring your big ideas to life  

Our commitment to Diversity, Equity, and Inclusion  

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

Join our Talent Neighbourhood

Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood!
 

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