Customer Support Consultant

Overview

Assist customers via phone, email & chat, solving issues and improving experience.

Key Responsibilities

• customer service
• issue resolution
• feedback
• process innovation
• team collaboration
• stakeholder communication

Tasks

-Balance customer demand and multi-tasking in a fast-paced customer contact environment -Work as part of a high performing team, driving for performance excellence -Resolve issues with our customers via phone, email and web chat in an empathetic, professional and timely manner -Provide thoughtful and insightful feedback to improve REA products and services -Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence -Communicate with colleagues across all levels of the organisation, influencing to find the best customer outcome

Requirements

• zendesk
• slack
• salesforce
• 1+ years
• resilience
• real estate

What You Bring

-Be digitally-savvy, we use a variety of systems, such as Zendesk, Slack, Salesforce (previous experience with these would give you bonus points) -1+ years’ experience in a similar corporate, call centre environment that is fast-paced and ever changing -Demonstrating resilience, taking accountability for the customer experience and displaying a continuous improvement mindset -Someone with strong technical proficiency; with proven ability to multitask, utilising multiple systems while on the phone with customers -Demonstrated growth mindset and enthusiasm for learning -Demonstrated experience of going above and beyond delivering service that promotes customer loyalty and advocacy through clear communication, positive language, active listening and empathy -Experience in real estate roles like leasing consultant, property manager or similar are highly beneficial -Experience resolving customer problems in a timely manner through strong analysis and decision making, persuasion skills and being adaptable to meet customer needs

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Benefits

-Flexible leave options including, birthday leave and purchase additional leave -Permanent full time role based in Melbourne -A hybrid and flexible approach to working -Solve different problems every day and enjoy great learning opportunities! -Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity -Flexible parental leave offering for primary and secondary carers -Hackdays so you can bring your big ideas to life

About Rea Group

-Flagship platforms like realestate.com.au and realcommercial.com.au attract millions of users monthly across Australia and beyond. -International expansion included acquisitions in Europe, Asia, and North America, spanning Italy, Luxembourg, India, and the US. -Its services span residential, commercial, and industrial property advertising, mortgage brokering, and property analytics. -Blended agile tech culture: cloud-native, multi-language engineering teams driving user-centric innovation. -Notable moves: controlling atHome in Europe, merging SEA assets with PropertyGuru, and eyeing stakes in the UK’s Rightmove.

Sector Specialisms