Customer Service Consultants - Multiple Roles

Reapit; Brisbane; Sur place; AUD 42 000 - 64 000; Plein temps

Résumé du poste

Reapit is seeking Customer Service Consultants to join the Move Me In Team in Australia. You will educate new tenants about Move Me In services, assist with connecting utilities, and guide customers to use our self-service platforms.

You will maintain records, handle inquiries with empathy, and collaborate with a high-performing sales team to drive customer success and conversions.

Responsabilités

• Conduct daily outbound calls to new tenants to educate them about Move Me In Services and the assistance we can provide with connecting utilities whilst moving.
• Educate customers on how to use our self-service platforms effectively.
• Maintain accurate information in our database.
• Handle each customer interaction with empathy and resilience, adapting to diverse needs and situations.
• Work effectively as part of a high performing team.

Description du poste

Customer Service Consultants - Multiple Roles

Reapit is the original, end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents to build relationships and grow their businesses for more than 25 years. Our technology connects property professionals in Europe, the Middle East, Australia, and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.

In Australia, Reapit stands as the preferred technology choice among the nation's leading estate agents and agencies. Tailored to the unique demands of the Australian property market, Reapit provides successful leaders with unparalleled tools across sales, property management, client relations, and data analytics, reinforcing their position at the pinnacle of real estate excellence.

What you'll be doing

As part of our Move Me In Team, you will be tasked with assisting our customers to move into their new property. You will:

Conduct daily outbound calls to new tenants to educate them about Move Me In Services and the assistance we can provide with connecting utilities whilst moving.

Educate customers on how to use our self-service platforms effectively.

Maintain accurate information in our database.

Handle each customer interaction with empathy and resilience, adapting to diverse needs and situations.

Work effectively as part of a high performing team.

Who we're looking for

At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don't worry if you don't meet all of them, we’d still like to hear from you.

Experience in a call centre is preferred, however not essential.

Exceptional verbal and written communication skills, with a persuasive and engaging style to effectively convert potential customers.

Strong customer service orientation, with a keen interest in understanding customer needs and strategically meeting them to drive sales.

Flexibility and eagerness to learn new sales techniques, tools, and processes, and to adapt to changes in the call centre environment to enhance sales performance.

Ability to work collaboratively with colleagues, sharing best practices and contributing to a high-performing sales team environment.

Demonstrate patience and creativity in overcoming objections and resolving customer issues, ensuring a positive customer experience and successful sales outcomes.

What your impact and success looks like

We expect your success and impact in the early stages of your career with us to look something like this:

Within 1 month:

Handle Simple Inquiries: effectively manage basic customer inquiries and issues with the guidance of mentors.

Following Scripts: adhere to call scripts and protocols while adding a personal touch to customer interactions.

Adherence To Schedule: demonstrate punctuality and reliability by adhering to your assigned schedule.

Basic Metrics: aim to meet basic performance metrics, such as call handling time and first call resolution for simple issues.

Within 3 months:

Call Volume: achieve over 10 calls per hour, demonstrating increasing efficiency.

Average Talk Time: maintain 25-30 minutes of talk time per hour to balance quality and productivity.

Conversion Rate: convert at least 25%-30% of customer conversations by the end of the month.

Connections: aim for 0.50-0.75 connections per hour, showcasing growing confidence and skill.

Quality Assurance Compliance: score well on call quality assessments and feedback sessions (80%-100%), reflecting a commitment to excellence.

Within 6 months:

Consistently High Key Performance Indictors (KPI's) Scores:

Call Volume: maintain over 10 calls per hour, showcasing sustained performance.

Average Talk Time: maintain 30-35 minutes of talk time per hour, emphasising detailed and effective conversations.

Conversion Rate: convert at least 30%-40% of customer conversations by the end of the month, demonstrating advanced sales techniques.

Connections: aim for 0.75-1 connections per hour, indicating strong customer engagement.

Quality Assurance Compliance: achieve high scores on call quality assessments and feedback sessions (90%-100), reflecting continuous improvement and dedication.

Don't tick all the boxes? Neither do we

We care about our industry and want it to become a more inclusive and diverse place to work. So, we're driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.

We are a 2025 Circle Back Initiative Employer - we commit to respond to every applicant.