Customer Support Specialist

Jobtailor; Sydney; On-site; AUD 60,000 - 90,000; Full time

Job summary

Jobtailor is seeking a proactive Customer Support Specialist with experience in Property Management or Real Estate to be the first line of contact for inbound inquiries by phone, email, and chat. You will answer questions using the Knowledge Base, triage issues, and provide polished email and chat responses.

You will document conversations in Zendesk and support knowledge base development. The role emphasizes customer advocacy, feedback to product and engineering teams, and identifying upsell

Qualifications

• Experience in Property Management, Real Estate or Trust Accounting is a must.
• Experience providing phone and email support in a high-volume, demanding support centre.

Responsibilities

• Act as the first point of contact for inbound support enquiries via phone, email and chat.
• Respond to customer questions using the PropertyMe knowledge base.
• Triage requests and apply the most appropriate course of action.
• Provide well-composed, spelling- and grammatically-correct email and chat responses.
• Maintain comprehensive notes of customer conversations in Zendesk.
• Support and embrace new customer service initiatives.
• Develop and maintain the support knowledge base.
• Create clear and engaging help videos.
• Advocate for customers and provide feedback to product and engineering teams.
• Identify upsell opportunities and support customer retention objectives.

Skills

Customer Support

Email Support

Phone Support

Active Listening

Questioning

Time Management

Organizational Skills

Problem Resolution

Upsell Identification

Tools

Zendesk

CRM Systems

Job description

• Act as the first point of contact for inbound support enquiries via phone, email and chat
• Respond to customer questions using the PropertyMe knowledge base
• Triage requests and apply the most appropriate course of action
• Provide well-composed, spelling- and grammatically-correct email and chat responses
• Maintain comprehensive notes of customer conversations in Zendesk
• Support and embrace new customer service initiatives
• Develop and maintain the support knowledge base
• Create clear and engaging help videos
• Advocate for customers and provide feedback to product and engineering teams
• Identify upsell opportunities and support customer retention objectives

Requirements

• Previous experience in Property Management, Real Estate or Trust Accounting is a must
• Demonstrated experience providing phone and email support within a high-volume, demanding support centre environment
• Strong commitment to making timely customer phone calls to resolve issues, provide updates, and ensure a positive customer experience
• Experience identifying upsell opportunities and recognising early warning signs of churn through customer interactions
• Effective troubleshooting and problem resolution skills
• Ability to use active listening and questioning techniques to understand customer needs
• Customer service-focused mindset
• Critical thinking skills to handle complex customer issues
• Proven organisational and time management skills
• Familiarity with a ticketing/CRM system; Zendesk experience would be advantageous
• Excellent written, verbal and customer service skills
• Ability to work in a dynamic, fast-moving environment
• Willingness and ability to learn new skills

Core Competencies

Demonstrates expertise in customer support within Property Management and Real Estate, utilizing effective communication and problem-solving skills to enhance customer satisfaction and retention. Proficient in using Zendesk for managing customer interactions and developing support resources.

Highest-signal resume keywords

• Property Management Experience
• Zendesk Proficiency
• Customer Service Skills
• Problem Resolution Skills
• Upsell Opportunity Identification

Hard Skills

• Customer Support
• Email Support
• Phone Support
• Knowledge Base Development
• Help Video Creation
• Triage Requests
• Active Listening
• Critical Thinking
• Time Management

Soft Skills

• Customer Service-Focused Mindset
• Effective Communication
• Organizational Skills

Industry Keywords

• Real Estate
• Trust Accounting
• Customer Retention
• High-Volume Support Centre

Tools & Technologies

• Zendesk
• CRM Systems