Customer Support Specialist

PropertyMe Pty; Sydney; Hybrid; AUD 60,000 - 78,000; Full time

Benefits offered by this job

Nurturing team

Hybrid work environment

Office in Sydney CBD

Regular milestone parties

Job security

Job summary

PropertyMe, Australia’s leading PropTech platform, is seeking a Customer Support Specialist to be the first point of contact for inbound inquiries via phone, email and chat. You will respond using the knowledge base, triage requests, and craft clear responses while documenting conversations in Zendesk.

You will contribute to improving support resources and align with product and engineering on customer feedback. A nurturing team and hybrid work environment support your growth and impact.

Qualifications

• Previous experience in property management, real estate, or trust accounting is a must.
• Experience providing phone and email support in a high-volume, demanding environment.
• Experience identifying upsell opportunities and signs of churn through customer interactions.

Responsibilities

• First point of contact for inbound support via phone, email, and chat.
• Respond to questions using the PropertyMe knowledge base.
• Triage requests and determine the appropriate action.
• Provide well-composed, grammatically correct emails and chats.
• Maintain comprehensive notes in Zendesk and other ticketing systems.
• Support and contribute to customer service initiatives and knowledge resources.

Skills

Customer service

Communication skills

Team player

Problem solving

Active listening

Tech-savvy

Tools

Zendesk

Job description

Join the National Leader in Cloud-Based Property Management

PropertyMeis Australia’s number one property management platform. With over 60% market share, more than 35,000 real estate professionals rely onPropertyMeevery day to manage over 1.8 million properties across Australia and New Zealand. Backed by EQT, a global investment firm with deepexpertisein technology and vertical SaaS,we’renot resting on our laurels.

Join a growing team, in a growing business as we continue to consistently grow our core businessand alsoexpand into exciting new markets and products.

Your work will make an impact on the day-to-day lives of millions of Australian real estate professionals,tenantsand owners.

Our Customer Support specialists provide the PropertyMe community with outstanding levels of support in their day to day use of PropertyMe products. They provide timely first point of contact for inbound support in a dynamic support desk environment. You will be challenged on a daily basis, and be encouraged to think outside the box, to develop an understanding of our customer, and their real estate needs.

If you want to be a key contributor to a high performing team, this is your chance. We want you to bring your previous experience and help us continue building a supportive and customer focused culture that champions quality and collaboration. Our support team is continually working to advocate on behalf of our customers, to provide solutions and essential feedback to our product and engineering teams.

The role of a Customer Support Specialist

• First point of contact for inbound support enquiries (responses via phone, email & chat)
• Respond to questions drawing on the PropertyMe knowledge base
• Triage requests and apply the most appropriate course of action
• Provide well composed, spelling & grammatically correct email and chat responses
• Keep comprehensive notes of all conversations with customers in our ticketing software (Zendesk)
• Support and embrace any new customer service initiatives introduced by PropertyMe as required
• Contribute to the development of support resources by building out and maintaining the knowledge base, as well as creating clear and engaging help videos

Who are you

• An advocate for the customer - committed to providing a high level of support
• A natural communicator - excellent written, verbal and customer service skills
• Team player, great work ethic and ability to work in a dynamic, fast moving environment
• Hungry to learn - fast and willing to learn new skills
• An active listener - the ability to understand the customer and provide a customer centric solution
• A problem solver - you enjoy sinking your teeth into assisting our customers resolve their issues on a daily basis
• Lover of technology - happy to champion new technology and promote its benefits

Experience

• 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, including a strong commitment to making timely customer phone calls to resolve issues, provide updates, and ensure a positive customer experience
  
• Experience identifying upsell opportunities and recognize early warning signs of churn through customer interactions to support revenue growth and customer retention objectives
• Effective troubleshooting and problem resolution skills with the ability to use active listening and questioning techniques to gain an understanding of customer needs
• Customer service focused mindset, acting with customer needs in mind using information to suggest improvements in products and services
• Use critical thinking skills to handle complex customer issues with confidence, patience, and poise to deliver a world class customer experience
• Proven organisational and time management skills; concentrating efforts to prioritise effective and efficient use of time
• Familiarity using a ticketing/CRM system, Zendesk experience would be advantageous
  

The Benefits and Perks

• A nurturing and empowering team to help you reach your full potential
• Hybrid work environment 2 days from office
• Beautiful office in Sydney CBD
• Regular milestone parties
• Job security working for one of Australia's leading PropTech companies