Customer Support Specialist

Customer Support Specialist - 12 Months Fixed Term Contract

Hi, we're PEXA
Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA's world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities.

Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We're still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That's why, we're looking for ambitious people like yourself to join the team.

About The Role
As a Customer Support Specialist, you'll provide excellent first-line support via live chat, email, and phone. Aim to resolve inquiries on initial contact using your skills and positive attitude. Escalate unresolved issues to higher levels, keeping customers informed. Monitor escalated cases to ensure timely resolution per service agreements. Once solved, politely communicate the solution. Your friendly, concise approach ensures delightful customer experiences that build trust.

Key Accountabilities
Inbound Customer Support

• Provide excellent customer service by promptly responding to and managing all inbound support inquiries and incidents. Use your expertise to provide answers, solve complex problems, and coach customers through challenging situations from start to finish. Be a master of technology by utilizing all tools at your disposal like CRM, remote access, troubleshooting across devices, etc.
• Collaborate with higher support levels and key business partners to efficiently resolve customer issues that cannot be handled independently. Proactively manage service levels, escalate priorities when needed, and keep customers informed throughout the resolution process.
• Embody company values by taking pride in delivering amazing end-to-end customer experiences. Be a trainer, coach, troubleshooter and do whatever it takes to get the job done right while maintaining a high level of professionalism.

User Training

• Provide on-the-spot training to inbound callers by walking through PEXA access, online guides/help, and sharing expert product knowledge, while ensuring training materials remain up-to-date.

Complaints/Disputes Handling

• Follow & implement complaints/resolution handling procedures to achieve a first call resolution or escalate where necessary. Sometimes things may not go to plan and when they don't, we need to be responsive, empathetic and solution focused.

Collaboration with Key Business Partners

• Build your network of contacts and maintain relationships with key internal business teams as well as integrated service partners to enhance the customer experience. These include financial institutions, land titles offices and state revenue offices around the country.

Skills And Experience

• Previous experience in a customer focused environment;
• Experience within legal/conveyancing or technology industries is highly regarded;

Key Attributes

• Excellent Communication (written & verbal) and interpersonal skills;
• Strong initiative and drive;
• Strong problem solving & decision making;
• Exceptional attention to detail;
• Thrives under pressure;
• Strong time management and organizational skills;
• Networking & building relationships with key stakeholders/teams;
• Proactive and flexible;

A career at PEXA starts with you
If you think you have the required skills, an appetite to learn and would be a great fit, we'd love to hear from you – even if you don't tick all the boxes. At PEXA we support your growth and help you discover your full potential.

Why join us

• Flexibility is in our DNA
• Your holistic wellbeing is important to us. Enjoy meditation, yoga, boxing classes and a wellness day each month to recharge
• We know that work is just one aspect of your life. That's why we offer up to 12 weeks 'workcation' for you to extend personal travel time and work remotely
• Take the opportunity to purchase up to four weeks additional annual leave per year
• Learn from the best and upskill with PEXA Academy certifications and grow your career

Our commitment to our people and a better future
At PEXA we want you to embrace your best self each day, creating an environment where everyone can contribute and participate, so that every person can reach their full potential. We want our people to feel equally valued, supported and celebrated. With market-leading benefits that make a difference, we're committed to supporting individuals, families and carers. Your culture, gender, sexual orientation, language and other attributes make you unique We couldn't be prouder to have a team that reflects the richness of our wider community.

We're a proud 'Circle Back Initiative' Employer and commit to responding to every applicant.

Stay Connected
A career at PEXA is exciting, challenging and rewarding, and we're always on the lookout for talented individuals to join the team. You can learn more about life at PEXA on our website and social channels too.
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