Hybrid Customer Support Specialist - Flexible Hours

Inloop Solutions; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work 2 days in office

Office in Sydney CBD

Milestone parties

Job security with leading PropTech

Job summary

PropertyMe, Australia’s leading cloud-based property management platform, is looking for a Customer Support Specialist in Sydney. You will be the first point of contact for inbound inquiries via phone, email and chat, delivering timely and friendly assistance to real estate professionals, tenants and owners.

You will triage requests, update Zendesk tickets, contribute to knowledge resources, and help develop helpful how-to videos.

Qualifications

• Experience in Property Management, Real Estate or Trust Accounting preferred.
• Experience providing phone and email support in high-volume environments.
• Ability to identify upsell opportunities and mitigate churn through customer interactions.
• Strong troubleshooting and questioning techniques to understand customer needs.

Responsibilities

• Be the first point of contact for inbound support via phone, email and chat.
• Provide accurate responses using the knowledge base and ticketing system (Zendesk).
• Triage requests and determine the best course of action.
• Create clear, well-written emails and chat replies.
• Maintain thorough notes in customer tickets and contribute to knowledge base videos.

Skills

Customer service

Written communication

Verbal communication

Team player

Active listening

Problem solving

Technology affinity

Tools

Zendesk

Job description

Join the National Leader in Cloud-Based Property Management

Our Story: PropertyMeis Australia’s number one property management platform. With over 60% market share, more than 35,000 real estate professionals rely on PropertyMe every day to manage over 1.8 million properties across Australia and New Zealand. Backed by EQT, a global investment firm with deep expertise in technology and vertical SaaS, we’re not resting on our laurels.

Join a growing team, in a growing business as we continue to consistently grow our core business and also expand 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, tenants and owners.

Your Mission

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.

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