Customer Experience Specialist — Multi-Channel Support

Nex Building Group; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Discount on building a home

Income protection insurance

Purchased leave

Paid Parental leave

Employee discounts (gym, vehicles, etc

AIA Vitality program

Job summary

NEX Building Group is seeking a Customer Care Consultant to triage and nurture customer enquiries across channels (phone, email, CRM, live chat). Based at the Norwest office, you will help guide customers through the new home build journey and ensure a smooth handoff to sales teams.

Your role focuses on delivering exceptional service, capturing data, and maintaining transparent communications with clients and internal stakeholders to improve overall satisfaction.

Qualifications

• Experience in customer service or customer relationship roles.
• Positive, proactive, and collaborative attitude.
• Strong problem solving skills and ability to identify trends in customer issues.

Responsibilities

• Provide a point of contact for clients and manage relationships to resolve queries.
• Engage with new customers to understand needs and create warm transfers to sales.
• Work with internal teams to resolve customer concerns and communicate outcomes.
• Keep customers updated on query status and document progress in CRM.
• Capture communications, updates and notes in CRM for transparency and reporting.
• Identify issue trends and alert stakeholders for pre-emptive resolution.
• Build strong relationships with stakeholders to improve customer experience.

Skills

Customer service

Communication

Problem solving

CRM experience

Collaborative attitude

Tools

CRM software

Microsoft Office

Job description

NEX Building Group is seeking a Customer Care Consultant to triage and nurture customer enquiries across channels (phone, email, CRM, live chat). Based at the Norwest office, you will help guide customers through the new home build journey and ensure a smooth handoff to sales teams.

Your role focuses on delivering exceptional service, capturing data, and maintaining transparent communications with clients and internal stakeholders to improve overall satisfaction.