IT Customer Service Representative

About the role

The IT Customer Service Representative 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.

Key responsibilities

• Resolve issues with our customers via phone, email and web chat in an empathetic, professional and timely manner
• Be digitally-savvy, utilising a variety of systems, such as Zendesk, Slack, Salesforce
• Balance customer demand and multi-tasking in a fast-paced customer contact environment
• Work as part of a high performing team, driving for performance excellence
• Communicate with colleagues across all levels of the organisation, influencing to find the best customer outcome
• Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence
• Provide thoughtful and insightful feedback to improve REA products and services

About you

• 1+ years' experience in a fast-paced, customer-facing environment (e.g. retail, hospitality, contact centre, real estate or similar)
• Strong technical proficiency with proven ability to multitask, utilising multiple systems while on the phone with customers, and pick up new systems quickly
• Experience in real estate roles like leasing consultant, property manager or similar are highly beneficial
• Demonstrated experience of going above and beyond delivering service that promotes customer loyalty and advocacy through clear communication, positive language, active listening and empathy
• Experience resolving customer problems in a timely manner through strong analysis and decision making, persuasion skills and being adaptable to meet customer needs
• Demonstrating resilience, taking accountability for the customer experience and displaying a continuous improvement mindset
• Demonstrated growth mindset and enthusiasm for learning

About us

REA Group is changing the way the world experiences property. 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. We 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.

Benefits

• 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
• 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