* Join a collaborative team and deliver great customer experiences!
* Solve different problems every day and enjoy great learning opportunities!
* Permanent full‐time role based in Richmond
What The Role Is All About
* Resolve issues with our customers via phone, email and web chat in an empathetic, professional and timely manner
* Be digitally‐savvy, we use a variety of systems, such as Zendesk, Slack, Salesforce (previous experience with these would give you bonus points)
* 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
Who We're Looking For
* 1+ years' experience in a similar corporate, call centre environment that is fast‐paced and ever‐changing
* Someone with strong technical proficiency; with proven ability to multitask, utilising multiple systems while on the phone with customers
* 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
* Ownership: taking accountability for the customer experience and displaying a continuous improvement mindset
* Demonstrated growth mindset and enthusiasm for learning
Benefits
* 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
* The 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
Diversity, Equity, and Inclusion
We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you have the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.
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