Customer Care Consultant - NEX Building Group
Customer Care Consultant– 12 month contract
We're setting a new standard in quality, residential housing and building better futures.
Provide exceptional customer experiences through the new home build journey.
Norwest location: 5 days on, 2 days off (coverage includes 1 weekend a month).
The NEX Building Group is a diverse and expanding organisation with over 1,300 passionate employees.
Our purpose is to build beautiful homes for Australians.
Established in **** and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia's leading home building group.
Our iconic brands include McDonald Jones, MOJO Homes, Weeks Homes, Wilson Homes, Arden Homes Brighton Homes and Supaloc Steel Frames.
From architecturally designed first homes and multi-residential projects to luxurious residences and investment properties, our brands strive to set the benchmark in the new home building industry while ensuring that our people, both customers and staff, are at the centre of everything we do along the way.
Building new homes and better futures for Australians is a true honour and so rewarding.
Here are some of the rewards and benefits we offer our employees.
Our perks and benefits
Discount on building a home with any of our building brands (after qualifying period)
Income protection insurance – 100% funded by NEX.
Covers up to 2 years at 75% of base salary in case of illness or injury
Purchased leave – opportunity to apply for up to 2 weeks extra leave each year
Paid Parental leave – 12 weeks for the primary carer and 4 weeks for secondary carer
Employee discounts on gym memberships (Fitness Passport), motor vehicles (Mitsubishi), home appliances, energy, health insurance and more
AIA Vitality health and wellbeing program
A genuine focus on diversity and inclusion (including our Women in Construction Program and annual Building Inclusivity Awards)
Employee assistance program to support your mental, financial and physical wellbeing
A huge catalogue of online learning and ongoing professional development programs
NAWIC and HIA corporate membership
Attractive remuneration
And so much more
About the opportunity
Our Customer Care Consultants report to the Customer Central Team Leader and are part of the NEX Group Customer Central team based at our Norwest office.
In this 12-month full-time fixed-term contract opportunity, your focus will be to triage customer enquiries, qualify and nurture sales enquiries across multiple communication channels (phone, email, CRM, live chat) throughout all stages of the customer journey.
The key responsibilities include:
Provide a point of contact for clients, actively manage the client relationship and assist with query resolution including transition to the appropriate team
Engage with new customers to understand their needs, collect customer data and create a warm transfer to our sales teams
Work with relevant internal stakeholders to understand and facilitate resolution of customers' concerns or queries
Ensure customers are kept up to date and informed of the status of their query and communicate outcomes in a manner that enhances the relationship
Capture all relevant communication, progress updates and notes in the CRM to enable transparency and reporting
Proactively identify issue trends and alert key stakeholders to allow pre-emptive resolution
Establish a strong relationship with key stakeholders at all levels to enable collaborative improvements to the customer experience and issue resolution process
About you
Experience in customer service or customer relationship roles
A positive, proactive, and collaborative attitude
A genuine curiosity and focus on how to improve the customer experience with strong issue resolution skills
Problem-solving skills and the ability to identify trends, patterns and possible solutions to customer issues
Exceptional written and verbal communication skills
Intermediate to advanced Microsoft Office skills, CRM experience; experience fielding live-chat enquiries is desirable
Interested?
The appointment of successful applicants will be subject to satisfactory employment screening and, depending on the inherent requirements of the role, may involve the completion of a National Police Check and pre-employment medical.
Apply today
If you are determined to make a difference and want to join an innovative and inclusive organisation committed to building better futures, click on the APPLY button.
To find out more about NEX Building Group go to nexbg.com.au or follow us on LinkedIn.
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