Customer Experience Partner - Matterport

Visual Lease; Sydney; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Parental leave

Wellbeing leave

Novated leasing

Leadership programs

Social events

Job summary

Domain is hiring a Customer Experience Partner for Matterport in Sydney. You will be the trusted technical advisor and account champion for Real Estate agents, managing inquiries across phone, chat and email. You’ll empower clients to maximize platform potential and collaborate with Sales and Implementations to deliver exceptional results.

You’ll grow as an industry expert in the Australian Real Estate space, supported by Domain and CoStar Group’s development plans and career pathways.

Qualifications

• Prior fast-paced customer service experience.
• Demonstrated commitment to delivering excellent customer experience.
• Strong communication skills with a positive, enthusiastic approach.
• Resilient, empathic and able to handle confidential information.
• Comfortable with new technology and software platforms.
• Experience with SaaS or PropTech platforms is a plus.

Responsibilities

• Serve as the main point of contact for Real Estate agents across inbound channels.
• Resolve issues and maximize value from Matterport products for clients.
• Collaborate with Sales and Implementations teams to ensure seamless support.
• Collect feedback and influence product/process improvements.
• Grow industry expertise in Australian Real Estate and Developer space.

Skills

Customer service

Communication

Problem-solving

Confidentiality

Tech-savvy

Empathy

Curiosity

Tools

CRM experience

Job description

Customer Experience Partner - Matterport

Job Description

About the Role

In these newly created roles, you will be an important pillar of customer and booking support for our newly-integrated Matterport product - a spatial data platform that converts physical spaces into immersive, highly accurate 3D digital models for our Real Estate agency customers. In this busy role, you’ll assist with an array of customer enquiries from the simple to the complex, where no two days will be the same! For a passionate and resilient problem-solver, you’ve come at a good time! With Domain now part of the CoStar Group, this is just the beginning as our tech gets better and our teams get bigger, bringing more opportunities to choose your own adventure with career pathways into Tech, Marketing and Data through our bespoke development plans, as well as Team Leader roles as the CX team grows.

What You’ll Do

• Be a trusted partner: You'll be the go-to technical wizard and account champion for Real Estate agents, helping them solve problems and get the most out of our industry-leading solutions.
• Master the art of connection: As the friendly and knowledgeable voice of our brand, you'll expertly manage inbound enquiries across phone, live chat, and email.
• Drive customer love: You'll become a true product guru, empowering our clients to unlock the full potential of our platforms and building amazing loyalty.
• Be a changemaker: Have your ear to the ground! You’ll turn valuable client feedback into smart process and product improvements that directly shape our company's strategy.
• Be a super-collaborator: You'll lend your expertise to support our internal Sales and Implementation crews, helping us win as one awesome team.
• Become an industry expert: This is your chance to dive deep! We'll support your growth as you become a specialist in the dynamic Australian Real Estate and Developer space.

Ideally You’ll Have:

ESSENTIALS:

• Previous experience in fast-paced customer service roles.
• Passionate about delivering great customer experience.
• Excellent communication skills with an enthusiastic, positive approach.
• Resilient and empathic in nature
• Excellent problem-solving skills.
• A high level of confidentiality.
• Naturally curious and comfortable with new technology.

NICE TO HAVES:

• Experience supporting tech platforms within the SaaS industry (preferred).
• Contact centre experience (highly preferred).
• Experience in support roles for Real Estate, PropTech, Online Sales or Advertising Sales.

What’s In It For You:

• Up to 20 weeks paid parental leave for primary carers.
• Wellbeing Leave, and opportunity to buy additional leave days.
• Novated leasing through Autopia.
• Leadership development programs, LinkedIn Learning and more.
• Regular social events including our famous Innovation Days.

About Domain & CoStar Group

Domain is one of Australia's most trusted and loved property brands, helping millions of Australians find their dream home and stay informed about the property market. Now, Domain has joined forces with CoStar Group, a global leader in real estate information, analytics, and online marketplaces to take the next big leap in property technology and data innovation.As part of CoStar Group, an S&P 500 company with more than 35 years of experience transforming how people understand and transact real estate, Domain is entering an exciting new era of growth. CoStar is investing heavily in new products, technology, and people to revolutionise how Australians access property data, insights, and marketplaces. This is a rare opportunity to join a world-class team at the intersection of two powerful brands - Domain's local market expertise and CoStar's global scale and technology - as we build the future of real estate intelligence together.

Equity, Diversity & Inclusion

Domain is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non-binary people).We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we’re here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at [e-mail] or leave a message on 1300 858 356 and we will get back to you.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing