Customer Support Consultant

Kickstart your career at Australia’s number one address in property! Join a collaborative team delivering great customer experiences!Permanent full time role based in Sydney.We're REAWith bold and ambitious goals, REA Group  is 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 centred 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 have been 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 inThe Customer Support team sits within our Customer Group. The group supports the organisation to deliver customer & operational excellence; use data to deliver customer solutions that ensure the profitability and sustainability of the REA Group; and deliver future focused strategic and operational planning.The Customer Experience Specialist is the front-line customer service interface for REA Group’s customers, consumers and internal stakeholders. You will be joining a team who are passionate about service and the loyalty of our customers.What the role is all aboutResolve issues with our customers via phone, email and web chat in an empathetic, professional and timely mannerBe digitally-savvy, we use a variety of systems, such as Zendesk, Slack, Salesforce (previous experience with these would give you bonus points)Balance customer demand and multi-tasking in a fast-paced customer contact environmentWork as part of a high performing team, driving for performance excellenceCommunicate with colleagues across all levels of the organisation, influencing to find the best customer outcomeProactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellenceProvide thoughtful and insightful feedback to improve REA products and servicesWho we’re looking for1+ years’ experience in a fast-paced, customer-facing environment (e.g. retail, hospitality, contact centre, real estate or similar)Someone with strong technical proficiency; with proven ability to multitask, utilising multiple systems while on the phone with customers, and pick up new systems quickly.Experience in real estate roles like leasing consultant, property manager or similar are highly beneficialDemonstrated experience of going above and beyond delivering service that promotes customer loyalty and advocacy through clear communication, positive language, active listening and empathyExperience resolving customer problems in a timely manner through strong analysis and decision making, persuasion skills and being adaptable to meet customer needsDemonstrating resilience, taking accountability for the custo...