Customer Service Coordinator

Reapit; Brisbane; Hybride; AUD 60 000 - 90 000; Plein temps

Résumé du poste

Reapit is seeking a Customer Service Coordinator to assist customers with moving into their new property and resolving energy connection issues. You will liaise with energy retailers and internal teams, track cases in Manage CRM, and ensure accurate records while delivering timely resolutions.

Ideal candidates will have strong problem-solving and communication skills, with experience in a call centre or energy industry preferred.

Qualifications

• Experience in a call centre or energy industry preferred
• Ability to investigate issues and coordinate solutions
• Confident communicating with customers and suppliers

Responsabilités

• Assist customers to move into their new property and resolve connection exceptions
• Investigate failed, delayed, or incorrect connections and coordinate with suppliers
• Act as escalation point for complex cases requiring deeper investigation
• Liaise with energy retailers, service providers, and internal teams for timely resolutions
• Provide clear updates to customers on status of connections or cases
• Use Manage CRM to track cases and maintain accurate records

Connaissances

Problem solving

Communication skills

Customer service experience

Team collaboration

Outils

CRM Manage

Description du poste

Could you be our next Customer Service Coordinator superstar!

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:

Managing and resolving customer connection exceptions across energy and related utility services.

Investigating issues relating to failed, delayed, or incorrect connections and working with suppliers to resolve them quickly.

Acting as the escalation point for complex customer cases that require deeper investigation or supplier engagement.

Liaising with energy retailers, service providers, and internal teams to ensure accurate and timely resolutions.

Providing clear updates to customers regarding the status of their connections or support cases.

Using internal systems and CRM tools (Manage) to track cases, document interactions, and ensure accurate records are maintained.

Identifying recurring operational issues and escalating improvement opportunities to leadership.

Working collaboratively with the Inbound and Operations teams to ensure seamless handover of cases requiring support intervention.

Ensuring all cases are managed in line with company policies, compliance requirements, and service standards.

Supporting process improvements that reduce exception volumes and improve the overall customer journey.

Provide expert advice and assistance to customers, guiding them through the connection process and addressing any concerns.

Maintain accurate and up-to-date records of all customer interactions, ensuring compliance with company policies and procedures.

Support new team members through mentoring and sharing best practices, contributing to a collaborative and supportive work environment.

Utilise the internal CRM (Manage) to track and manage customer interactions, service requests, and issue resolution.

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 or within Energy Industry is preferred, however not essential.

Strong problem-solving skills with the ability to investigate issues and coordinate solutions.

Confidence communicating with customers and external suppliers to resolve complex issues.

The ability to manage multiple cases and prioritise effectively in a fast‑paced environment.

Strong attention to detail and the ability to maintain accurate system records.

A proactive approach to identifying issues and driving solutions.

Excellent written and verbal communication skills.

A collaborative mindset and willingness to support teammates.

The ability to quickly learn internal systems and industry processes.

Confident to be able to pick up the phone and build rapport with customers and supply partners.

Ability to learn new software quickly

Share a passion for results and a target driven environment.

Positive attitude, a team player, and a willingness to go the extra mile for customers.

Exceptional interpersonal and communication skills, both verbal and written.

Willingness to develop comprehensive and expert knowledge of the Energy Industry

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:

Understand Company Policies and Procedures: familiarise yourself with Move Me In’s policies, procedures, and values, ensuring alignment with our mission and vision.

System Navigation: gain confidence and proficiency in using our internal CRM (Manage) with support from our IT and training teams.

Basic Product/Service Knowledge: develop a foundational understanding of Move Me In’s products or services through hands‑on learning and available resources.

Shadowing Experienced Operators: learn from experienced colleagues to master effective call handling techniques and best practices.

Within 3 months:

Handling Customer Inquiries: effectively manage basic customer inquiries and issues, initially with mentorship, progressing towards independent resolution.

Utilising Tools: confidently utilise all available tools to support problem‑solving and enhance customer satisfaction.

Adherence to Schedule: demonstrate punctuality and reliability by consistently adhering to assigned schedules.

Within 6 months:

Advanced Product/Service Knowledge: deepen understanding of Move Me In's offerings through continued learning and practical application.

Handling Customer Inquiries: independently manage all customer inquiries and issues, leveraging ongoing mentorship for continuous improvement

System Navigation: exhibit advanced proficiency in using our internal CRM (Manage) to streamline processes and enhance customer interactions.

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.”