Job Summary:
Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love. From the beginning, CoreLogic has been driven by a single purpose - to innovate and create solutions that solve our clients' toughest challenges in the housing market. CoreLogic is the trusted source for property intelligence, with deep knowledge of powerful economic, social, and environmental forces that promote healthy housing markets and thriving communities.
**Job Description**:
At Plezzel we help Real Estate businesses thrive. Our technology solutions give agents, property managers, administrators, and directors the tools they need to be more successful. Every day thousands of agents trust us to help them simplify lead management, deliver better customer experiences, offer better data insights, and reduce their cost per lead with omni-channel ad campaigns.
Our digital solutions close the marketing loop, putting our customers in control, supported by our passionate team. We pride ourselves on being innovative, collaborative and efficient and incredibly customer focused. We are driven by excellence and quality, with a strong focus on integrity.
The Role
You will be responsible for driving customer outcomes across the business, by ensuring we have a strong service strategy to drive innovation and improvement. You will lead and motivate a team of staff to ensure they're giving the best customer service possible. The responsibility for taking care of those in your charge, creating a supportive, inclusive, and high performing environment.
Support Help Desk
- Ensuring all customer service, data acquisition and business processes and are undertaken with care by the team
- Responsible for process improvement and establishment of best practices in support of Plezzel clients
- Provide technical support for customers to support pre-sales and post-sales processes
- Shaping the service culture across the team and broader operations business
- An escalation points for service issues within the team, ensuring we deal with inherent issues, not just individual resolution.
- Identify solutions to reduce support costs
- Develop weekly and monthly reports on help desk team's productivity and system health
- Take an active leadership role in response to product crisis/outages
- Hold regular 1:1 with team members and grow capabilities
Customer Activations
- Oversight of the deployment team process and time taken to deploy new clients.
- Oversee the development of Platform and Digital Product training content
- Mentor team members on a regular basis to upskill in client launch
System, User Acceptance and Production Verification Testing
- Manage team to provide System, User Acceptance and Production Verification testing capabilities for client and project business requirements
Customer Experience and Vision
- Create a world-class user experience to drive customer value
- Act as a 'voice of the user' across the broader business
- Take a customer-centric approach, while ensuring business priorities are met
Job Qualifications:
You need to have:
- Minimum 5+ years of experience working in an IT solutions role
- Bachelor's Degree in IT, Business or Marketing or related field, is desirable
- Ability to produce a narrative to customers around a specific set of portfolio solutions that meet business objectives
- Confidence in speaking to customers, suppliers, and senior internal stakeholders to present complex processes in simple ways
- Collaborate and want to immerse yourself in a highly engaged leadership culture
- Champion customer outcomes within our organisation, don't settle for the status quo if it impacts a customer's impression of our products
- Display strong decision-making skills to problem solve for the entire customer base
- Excellent communication and technical skills that enable customer relationship development at administration, commercial, and executive levels
- High levels of productivity, self-discipline, and attention to detail
- Extensive technical Account Management experience in enterprise middleware, digital marketing and/or Software as a Service (SaaS) platforms in a B2B marketplace.
CoreLogic's Diversity Commitment:
CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.
Equal Opportunity Employer Statement:
CoreLogic is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, colour, gender, sexual orientation, age, physical or mental disability, marital status, fami