Customer Care Consultant

NEX Building Group; Sydney; On-site; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Discount on building a home with brand

Income protection insurance

Purchased leave

Paid parental leave

Employee discounts on gym memberships

AIA Vitality health program

Diversity and inclusion programs

Employee assistance program

Online learning and development

NAWIC and HIA memberships

Attractive remuneration

Job summary

NEX Building Group is seeking a Customer Care Consultant to triage customer enquiries, qualify leads, and nurture sales opportunities across phone, email, CRM, and live chat. You will collaborate with internal teams to resolve issues, keep customers informed, and document interactions in the CRM.

Based at our Norwest office, the role focuses on delivering exceptional customer experiences throughout the build journey, with a strong emphasis on issue resolution and stakeholder collaboration.

Qualifications

• Experience in customer service or customer relationship roles.
• Strong written and verbal communication skills.
• Proactive, collaborative attitude with focus on improving customer experience.
• Ability to identify trends and propose solutions to customer issues.

Responsibilities

• Triage customer enquiries across multiple channels (phone, email, CRM, live chat).
• Qualify and nurture sales enquiries through the customer journey.
• Maintain up-to-date CRM records with all communications and progress notes.
• Coordinate with internal teams to resolve customer concerns and provide timely updates.

Skills

Customer service

Communication

Problem solving

CRM experience

MS Office

Live chat

Team collaboration

Tools

CRM software

Live chat tool

Job description

We’re setting a new standard in quality, residential housing and building better futures
Provide exceptional customer experiences through the new home build journey
Norwest location I 5 days on, 2 days off (coverage includes 1 weekend a month)

The NEX Building Group is a diverse and expanding organisation with over 1,300 passionate employees. Our purpose is to build beautiful homes for Australians. Established in 1987 and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia’s leading home building group.

Our iconic brands include McDonald Jones, MOJO Homes, Weeks Homes, Wilson Homes, Arden Homes Brighton Homes and Supaloc Steel Frames.

From architecturally designed first homes and multi-residential projects to luxurious residences and investment properties, our brands strive to set the benchmark in the new home building industry while ensuring that our people, both customers and staff, are at the centre of everything we do along the way.

Building new homes and better futures for Australians is a true honour and so rewarding. Here are some other rewards and benefits we offer our employees.

Our perks and benefits

• Discount on building a home with any of our building brands (after qualifying period)
• Income protection insurance– 100% funded by NEX. Covers up to 2 years at 75% of base salary in case of illness or injury
• Purchased leave – opportunity to apply for up to 2 weeks extra leave each year
• Paid Parental leave - 12 weeks for the primary carer and 4 weeks for secondary carer (we’re proud to be industry leading with this benefit!)
• Employee discounts on gym memberships (Fitness Passport), motor vehicles (Mitsubishi), home appliances, energy, health insurance and more
• AIA Vitality health and wellbeing program
• A genuine focus on diversity and inclusion (we’re proud of our Women in Construction Program and annual Building Inclusivity Awards)
• Employee assistance program to support your mental, financial and physical wellbeing
• A huge catalogue of online learning and ongoing professional development programs
• NAWIC and HIA corporate membership
• Attractive remuneration
• And so much more!

About the opportunity

Our Customer Care Consultants report to the Customer Central Team Leader and are part of the NEX Group Customer Central team based at our Norwest office. As part of this team, your focus will be to triage customer enquiries, qualifying and nurturing sales enquiries across multiple communication channels (phone, email, CRM, live chat) and throughout all stages of the customer journey. More specifically, your responsibilities will include:

• Provide a point of contact for clients, actively managing the client relationship and assisting with query resolution including transition to the appropriate team
• Engaging with new customers with the goal of understanding customer needs, collecting customer data and creating a warm transfer to our sales teams
• Working with relevant internal stakeholders to understand and facilitate resolution of customers’ concerns or queries
• Ensuring customers are kept up to date and informed of the status of their query and communicating outcomes to them in a manner that enhances the relationship
• Capturing all relevant communication, progress updates and notes in the CRM to enable transparency and reporting
• Proactively identifying issue trends and alerting key stakeholders to allow pre-emptive resolution
• Establishing a strong relationship with key stakeholders at all levels to enable collaborative improvements to the customer experience and issue resolution process

About you

You will share a passion for our purpose and be aligned to our core values. In addition, you will demonstrate:

• Experience in customer service or customer relationship roles
• A positive, proactive, and collaborative attitude
• A genuine curiosity and focus on how to improve customer experience with strong issue resolution skills
• Problem solving skills and the ability to identify trends, patterns, and possible solutions to customer issues
• Exceptional written and verbal communication skills
• Intermediate to advanced Microsoft Office Skills, CRM experience and experiences fielding live chat enquiries is desirable

The appointment of successful applicants will be subject to satisfactory employment screening and depending on the inherent requirements of the role, may involve the completion of a National Police Check and pre-employment medical.