Make an impact in a collaborative, supportive team solving customer problems daily!Permanent full time role based in SydneyWe're REAWith bold and ambitious goals, REA Group is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.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. As such, we're proud to 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.Where the team fits inWe're a passionate team of professionals and business people, making navigating the sales process easier for real estate agents. A proptech platform started in Australia by agents for agents - Realtair aims to automate and streamline the steps from appraisal to settlement and equip agents with mobile, easy-to-use technology. Our industry-leading platform provides integrated solutions to connect agents with better and more efficient daily means of doing business.As the Customer Support Consultant, you will be responsible for delivering excellent customer service through accurate and fast processing of general inquiries, answering all incoming calls and emails in a timely manner, and initiating corrective action/solutions as needed to ensure that an excellent standard of service and a high level of customer satisfaction is achieved.What the role is all aboutProvide first-class contact and convey resolutions to customer issuesProperly escalate and track unresolved queries to the next level of supportWalk customers through the problem-solving processUtilise excellent customer service skills and exceed customers' expectations.Ensure proper recording, documentation, and closure in our ticketing system.Handling complaints and proactively managing feedback to our product development teams, serving as an internal advocate for customersDevelop and maintain expert knowledge of the features, benefits, applications, and technical configuration of Realtair's products and partner applications.Collaborating with other team members ensuring fast & efficient resolution of ticketsLiaise with internal success and sales team on set up of user accountsAchieve monthly KPIs and targets and maintain up-to-date administration and notes as part of company compliance and best practice.Adhoc data entry and cleansingWho we're looking for2 years' experience working in a similar role in a fast paced, dynamic environmentStrong customer service and outstanding communication skillsEnergy and passion for providing the best customer service - going above and beyond to exceed customer expectationsHighly organised, self-motivated, and excellent at building rapport through multiple mediumsAdvanced troubleshooting and multi-tasking skillsAttention to detail and ability to think outside the boxConflict and ticket escalation management skillsProven ability to learn and retain information in a fast-paced environment are essential for this positionExperience with Hubspot preferred but not essentialThe REA experienceThe physical, mental, emotional and financial health of our people is something we'll never stop caring about. This is a place to learn and grow.A hybrid and flexible approach to workingFlexible leave options including, birthday leave and purchase additional leaveFlexible parental leave offering for primary and secondary carersOur Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charityHackdays so you can bring your big ideas to lifeOur commitment to Diversity, Equity, and InclusionWe 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've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.Like a lot of companies, we have perps out there who like to 'phish' and have had a few recent instances of people pretending to be from REA and making offers of employment, on the condition that they transfer money for security checks.Find out more about our business services teams who partner with teams across the globe to re-imagine what's possible.Take a look inside our Sydney office, right in the heart of the city.