Tech-Savvy IT Support Representative | Customer Care

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

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