IT Customer Service Representative

REA Group; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

REA Group is seeking an IT Customer Service Representative to be the front-line interface for customers, consumers and internal stakeholders. You will join a team passionate about service and the loyalty of our customers.

In this role you will resolve issues via phone, email and web chat, use systems like Zendesk, Slack and Salesforce, and collaborate across the organisation to deliver the best outcomes. A background in fast-paced customer service and being digitally savvy with the ability to

Qualifications

• 1+ years' experience in a fast-paced, customer-facing environment (e.g. retail, hospitality, contact centre, real estate or similar)
• Strong technical proficiency with proven ability to multitask, utilising multiple systems while on the phone with customers, and pick up new systems quickly
• Experience in real estate roles like leasing consultant, property manager or similar are highly beneficial
• Demonstrated experience of going above and beyond delivering service that promotes customer loyalty and advocacy through clear communication, positive language, active listening and empathy
• Experience resolving customer problems in a timely manner through strong analysis and decision making, persuasion skills and being adaptable to meet customer needs
• Demonstrating resilience, taking accountability for the customer experience and displaying a continuous improvement mindset
• Demonstrated growth mindset and enthusiasm for learning

Responsibilities

• Resolve issues with our customers via phone, email and web chat in an empathetic, professional and timely manner
• Be digitally-savvy, utilising a variety of systems, such as Zendesk, Slack, Salesforce
• Balance customer demand and multi-tasking in a fast-paced customer contact environment
• Work as part of a high performing team, driving for performance excellence
• Communicate with colleagues across all levels of the organisation, influencing to find the best customer outcome
• Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence
• Provide thoughtful and insightful feedback to improve REA products and services

Skills

Customer service

Multitasking

Empathy

Communication

Tech-savvy

Tools

Zendesk

Slack

Salesforce

Job description

The IT Customer Service Representative is the front-line customer service interface for REA Group's customers, consumers and internal stakeholders. You will be joining a team who are passionate about service and the loyalty of our customers.

Key responsibilities

Resolve issues with our customers via phone, email and web chat in an empathetic, professional and timely manner

Be digitally-savvy, utilising a variety of systems, such as Zendesk, Slack, Salesforce

Balance customer demand and multi-tasking in a fast-paced customer contact environment

Work as part of a high performing team, driving for performance excellence

Communicate with colleagues across all levels of the organisation, influencing to find the best customer outcome

Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence

Provide thoughtful and insightful feedback to improve REA products and services

About you

1+ years' experience in a fast-paced, customer-facing environment (e.g. retail, hospitality, contact centre, real estate or similar)

Strong technical proficiency with proven ability to multitask, utilising multiple systems while on the phone with customers, and pick up new systems quickly

Experience in real estate roles like leasing consultant, property manager or similar are highly beneficial

Demonstrated experience of going above and beyond delivering service that promotes customer loyalty and advocacy through clear communication, positive language, active listening and empathy

Experience resolving customer problems in a timely manner through strong analysis and decision making, persuasion skills and being adaptable to meet customer needs

Demonstrating resilience, taking accountability for the customer experience and displaying a continuous improvement mindset

Demonstrated growth mindset and enthusiasm for learning

About us

REA Group is changing the way the world experiences property. Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. We have been named in Australia's "Top 5" Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

A hybrid and flexible approach to working

Flexible leave options including birthday leave and purchase additional leave

Flexible parental leave offering for primary and secondary carers

Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity

Hackdays so you can bring your big ideas to life

REA Group is a digital business with more than 2,800 people working across three continents to change the way the world experiences property. The goal of our talented team is to change the way the world experiences property. We use new technology and our collective global knowledge to deliver the best products and services to our customers and consumers. Our global footprint covers three continents including Australia, Asia and North America. Our people are the key to our success. They show up with purpose every day, sharing knowledge in a collaborative, inventive environment and using cutting-edge technology.

REA Group is a digital business with more than 2,800 people working across three continents to change the way the world experiences property. The goal of our talented team is to change the way the world experiences property. We use new technology and our collective global knowledge to deliver the best products and services to our customers and consumers. Our global footprint covers three continents including Australia, Asia and North America. Our people are the key to our success. They show up with purpose every day, sharing knowledge in a collaborative, inventive environment and using cutting-edge technology.

What can I earn as a Customer Service Representative