Customer Experience Partner

Overview

Provide technical and account support to real estate agency clients via phone, email and chat.

Key Responsibilities

• process improvement
• issue troubleshooting
• jira tickets
• technical support
• inbound enquiries
• product knowledge

Tasks

In this busy role, you will assist with an array of technical and account-related enquiries from the simple to the complex - everything from helping clients update their listings, to troubleshooting platform issues and providing internal support to other teams within Domain. As a Customer Experience Partner and under the wing of an experienced Team Leader, you will be an important pillar of technical support and product knowledge to our Real Estate agency clients that are valuable customers of our core products - from our property listings platforms through to our data-driven Agent solutions. -Identify process and product improvements from client feedback that will help to deliver on the company's strategy. -Troubleshoot technical issues and create Jira tickets when required. -Expand your knowledge to become an industry expert within the Real Estate / Developer space. -Provide technical and account-related support to Real Estate agents (and some general consumers) with varying levels of complexity. -Manage mostly inbound enquiries via phone, live chat, and email. -Maintain strong customer satisfaction and loyalty by being a valuable source of specialist product knowledge, helping them get the most out of our platforms. -Provide technical support to our internal Sales and Implementation teams when needed.

Requirements

• contact centre
• saas
• coding
• bachelor's
• problem solving
• communication

What You Bring

-Contact centre experience (highly preferred). -Previous experience in fast-paced customer service / tech support roles. -Experience in support roles for Real Estate, PropTech, Online Sales or Advertising Sales. -Excellent problem-solving skills. -A high level of confidentiality. -Software / platform support for Real Estate Agency clients. -Experience supporting tech platforms within the SaaS industry (highly preferred). -Basic knowledge of coding, XML, json or HTML. -Bachelor’s Degree or equivalent from an accredited university or college. -Resilient and empathic in nature -Excellent communication skills with an enthusiastic, positive approach.

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Benefits

Sitting within an experienced and close-knit team in our Pyrmont office, this is an opportunity for a passionate and resilient problem-solver to plug into a sociable team culture, with plenty of opportunities for career progression through our bespoke development plans. -Mentoring and leadership programs, with access to Learning & Development tools -Hybrid working, sociable team and career development opportunities. -First rate parental leave and support for working parents -Our much-loved approach to flexible hybrid working -Regular social events including our famous Innovation Days

About Domain

-Transformed from a print brand into an online real-estate powerhouse. -Launched domain.com.au and expanded to include commercialrealestate.com.au, allhomes.com.au, Pricefinder, and CRM tools. -Publicly listed on the Australian Securities Exchange in November 2017, raising its profile and capital. -Serves home-buyers, sellers, tenants, and real-estate agents with listings, market insights, brokerage, loans, and utilities tools.

Sector Specialisms