Customer Support Specialist
vor 1 Monat
Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA's world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities.Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We're still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That's why, we're looking for ambitious people like yourself to join the team.About The RoleAs a Customer Support Specialist, you'll provide excellent first-line support via live chat, email, and phone. Aim to resolve inquiries on initial contact using your skills and positive attitude. Escalate unresolved issues to higher levels, keeping customers informed. Monitor escalated cases to ensure timely resolution per service agreements. Once solved, politely communicate the solution. Your friendly, concise approach ensures delightful customer experiences that build trust.Key AccountabilitiesProvide excellent customer service by promptly responding to and managing all inbound support inquiries and incidents. Use your expertise to provide answers, solve complex problems, and coach customers through challenging situations from start to finish. Be a master of technology by utilizing all tools at your disposal like CRM, remote access, troubleshooting across devices, etc.Collaborate with higher support levels and key business partners to efficiently resolve customer issues that cannot be handled independently. Proactively manage service levels, escalate priorities when needed, and keep customers informed throughout the resolution process.Embody company values by taking pride in delivering amazing end-to-end customer experiences. Be a trainer, coach, troubleshooter and do whatever it takes to get the job done right while maintaining a high level of professionalism.User TrainingProvide on-the-spot training to inbound callers by walking through PEXA access, online guides/help, and sharing expert product knowledge, while ensuring training materials remain up-to-date. Follow & implement complaints/resolution handling procedures to achieve a first call resolution or escalate where necessary. Sometimes things may not go to plan and when they don't, we need to be responsive, empathetic and solution focused.Collaboration with Key Business PartnersBuild your network of contacts and maintain relationships with key internal business teams as well as integrated service partners to enhance the customer experience. These include financial institutions, land titles offices and state revenue offices around the country.Skills and ExperiencePrevious experience in a customer focused environment;Experience within legal/conveyancing or technology industries is highly regarded;Key AttributesExcellent Communication (written & verbal) and interpersonal skills;Strong initiative and drive;Strong problem solving & decision making;Exceptional attention to detail;Thrives under pressure;Strong time management and organizational skills;Networking & building relationships with key stakeholders/teams;In the spirit of reconciliation PEXA acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander people today.We accept the invitation to walk with First Nations Peoples to a better future for us all. For more information visit the Uluru Statement website.
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