Customer Experience Specialist

Job Description

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  Kickstart your career at Australia's number one address in property!

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  Join a collaborative team delivering great customer experiences!

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  Permanent full time role based in Sydney.

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We're REA
\n 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.
\n 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.

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Where the team fits in

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The 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.

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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.

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What the role is all about

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  Resolve issues with our customers via phone, email and web chat in an empathetic, professional and timely manner

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  Be digitally-savvy, we use a variety of systems, such as Zendesk, Slack, Salesforce (previous experience with these would give you bonus points)

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  Balance customer demand and multi-tasking in a fast-paced customer contact environment

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  Work as part of a high performing team, driving for performance excellence

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  Communicate with colleagues across all levels of the organisation, influencing to find the best customer outcome

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  Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence

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  Provide thoughtful and insightful feedback to improve REA products and services

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Who we're looking for

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  1+ years' experience in a fast-paced, customer-facing environment (e.g. retail, hospitality, contact centre, real estate or similar)

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  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.

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  Experience in real estate roles like leasing consultant, property manager or similar are highly beneficial

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  Demonstrated experience of going above and beyond delivering service that promotes customer loyalty and advocacy through clear communication, positive language, active listening and empathy

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

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  Ownership: taking accountability for the customer experience and displaying a continuous improvement mindset

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  Demonstrated growth mindset and enthusiasm for learning

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When you apply, please include a brief cover letter letting us know why you're interested in REA, this role, and an example of a time you turned around a challenging customer situation.

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The REA experience

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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.

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Some of our Perks & Benefits include:

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  A hybrid and flexible approach to working

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  Flexible leave options including, birthday leave and purchase additional leave

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  Flexible parental leave offering for primary and secondary carers

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  Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity

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  Hackdays so you can bring your big ideas to life

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Our commitment to Diversity, Equity, and Inclusion

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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.