Senior Customer Support Consultant
vor 1 Monat
Senior Customer Support ConsultantPermanent role based in Perth or MelbourneWe are certified carbon neutral and committed to reducing our impact on the environment.We have long-term partnerships with charities working to address homelessness.We're REAREA Group is not your average digital business. From humble beginnings in a garage in Melbourne's east in 1995, we have grown into a leading global digital business, specialising in property.With bold and ambitious goals, we are 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.Where the team fits inThe Customer Solutions & Operations team reports through to a broader function called the 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.Customer Solutions & Operations is accountable for delivering customer and operational excellence through all service experiences, including customer onboarding, product fulfilment, help & support, feedback management, credit and payment solutions.What the role is all aboutThe Senior Customer Support Consultant is pivotal in the Customer Solutions space. As a respected and responsible team member, you will display strengths in customer engagement, support and administration as you manage a variety of interactions for REA Group's customers, consumers and internal stakeholders. You will lead by example and inspire Customer Support Consultants to follow in your footsteps. In-depth collaboration with leadership teams and key stakeholders will complement your effective communication, dispute resolution qualities and desire for beneficial change. No day will ever be the same, but you will be doing the following:Utilising your genuine passion for customer service, teamwork and your strong problem-solving ability.Demonstrate responsibility and seniority for CSO Leadership and peers.Develop, build strong relationships and proactively collaborate with the team, leadership and key stakeholders throughout REA.Demonstrate initiatives towards effective dispute resolution and assist peers with escalations.Provide thoughtful and insightful feedback to peers using Quality Assurance checks, coaching opportunities and guidance in sharing knowledge and upskilling team members.Be a change advocate for new policies and workflows, encourage constructive feedback and communication between stakeholders.Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence and drive to bring these opportunities to life.Lead by example with strong administrative skills and attention to detail.Resolving enquiries with our customers via phone, email and web chat in an empathetic, professional and timely manner.Managing the communication, ownership and accountability of Known Issues and high-risk enquiries that arise within the Customer Solutions space.Ownership of Workforce Management and team SLA's and providing people feedback to Leadership for improvement opportunities.Auditing specialist queues and providing feedback to individuals, when required.Assisting with live queue training for team members and outlining the QA rubric and expectations of a consultant.Ad-hoc support for Team Leads, for things such as but not limited to attending meetings and stakeholder communication and support.Who we're looking forRuns on the board: Experience in customer service or administrative support.Strong people skills with experience in coaching or leadership roles.Excellent attention to detail, time management, prioritisation and communication skills.Comfort in working with a variety of CRM and in-house systems.Someone who looks at tricky situations through a solutions-focused and customer-centric lens.Someone who works productively in a fast-paced and agile environment.Someone who can thrive in ambiguous environments.The REA experienceThe 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. We're committed to your development – both professionally and personally. Your experience with us is something we take seriously.We offer:A hybrid and flexible approach to workingFlexible parental leave offering for primary and secondary carersPrograms to support mental, emotional, financial and physical health & wellbeingOur Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.Hack Days so you can bring your big ideas to lifePerformance recognition programs because hard work should never go unnoticedOur commitment to Diversity, Equity, and InclusionWe 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 - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. 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.
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