Customer Support Consultant

• Make an impact in a collaborative, supportive team solving customer problems daily!
• Permanent full time role based in Sydney

We're REA
With 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 in

We’re a passionate team of professionals and business people, making navigating the sales process easier for real estate agents. A proptech platform started in Australia by agents for agents — Realtair aims to automate and streamline the steps from appraisal to settlement and equip agents with mobile, easy-to-use technology. Our industry-leading platform provides integrated solutions to connect agents with better and more efficient daily means of doing business.

As the Customer Support Consultant, you will be responsible for delivering excellent customer service through accurate and fast processing of general inquiries, answering all incoming calls and emails in a timely manner, and initiating corrective action/solutions as needed to ensure that an excellent standard of service and a high level of customer satisfaction is achieved.

What the role is all about

• Provide first-class contact and convey resolutions to customer issues
• Properly escalate and track unresolved queries to the next level of support
• Walk customers through the problem-solving process
• Utilise excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure in our ticketing system.
• Handling complaints and proactively managing feedback to our product development teams, serving as an internal advocate for customers
• Develop and maintain expert knowledge of the features, benefits, applications, and technical configuration of Realtair’s products and partner applications.
• Collaborating with other team members ensuring fast & efficient resolution of tickets
• Liaise with internal success and sales team on set up of user accounts
• Achieve monthly KPIs and targets and maintain up-to-date administration and notes as part of company compliance and best practice.
• Adhoc data entry and cleansing

Who we’re looking for

• 2 years’ experience working in a similar role in a fast paced, dynamic environment
• Strong customer service and outstanding communication skills
• Energy and passion for providing the best customer service - going above and beyond to exceed customer expectations
• Highly organised, self-motivated, and excellent at building rapport through multiple mediums
• Advanced troubleshooting and multi-tasking skills
• Attention to detail and ability to think outside the box
• Conflict and ticket escalation management skills
• Proven ability to learn and retain information in a fast-paced environment are essential for this position
• Experience with Hubspot preferred but not essential

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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