Work with a supportive, friendly team to deliver great customer experiences
Enjoy long term growth in a culture focused on training and development
We're REA
REA Group is not your average digital business. From humble beginnings in a garage in Melbourne's east in 1995, we have grown into a leading global digital business, specialising in property.
With bold and ambitious goals, we are 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 centered 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 be 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 in
Our property marketing funding business for homeowners and agents, CampaignAgent, was created with a mission to provide financial freedom to the real estate industry. The team is highly passionate about providing innovative, low friction financial solutions to Australia's leading residential real estate agencies focusing on campaign advertising.
The Customer Support Specialist role is a critical and central role to the organization. You will be part of a team that can adapt quickly to customer needs to deliver an empathetic and consultative support experience through creative problem-solving.
What the role is all about
Develop deep knowledge and understanding of CampaignAgent's CRM and technology
Support our customers (agencies and vendors) to effectively resolve issues through phone and email
Help customers navigate a variety of tools within CampaignAgent's CRM
Collaborate with internal teams to identify any issues and escalate to the appropriate channels
Checking and processing customer applications in an accurate and timely manner including compliance requirements
Monitoring queues and interpreting reports to manage daily workload
Interpreting and administering regulatory compliance relating to our products
Ensuring that all customer data is accurately and responsibly stored on our CRM
Ad hoc administration duties to support the team
Who we're looking for
Experience in a similar support role managing queues, inbound emails, calls and/or chat
Experience using Zendesk or other support software is desirable
Experience and an understanding of CRM platforms is ideal
Going above and beyond delivering service that promotes customer loyalty and advocacy through clear communication, positive language, active listening and empathy
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
A team player who takes initiative, who is comfortable working autonomously
The REA experience
The 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 working
* Flexible leave options including, birthday leave and purchase additional leave
* Flexible parental leave offering for primary and secondary carers
* Our 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
Our commitment to 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'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.
Our corporate headquarters in Melbourne is a bright open space, open to possibilities.
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