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Customer Support Manager

2 weeks ago

Richmond, Australia REA Group Full time

Join a passionate team and deliver great customer experiences
- Get exposure to the tech world in a close knit start up environment
- Permanent full time role based in Richmond

We're REA
With 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 in

What the role is all about
- Moderate the Flatmates website, including listings that have been flagged by the fraud review system and accounts that go against our
- Flatmates Community Charter
- Moderators will investigate all feedback received from other members and act accordingly.
- Identify issues or bugs on the platform, reporting these issues efficiently to the product and development team.
- Day to day admin tasks, including and not limited to, data entry and collection, collecting and tagging of research tasks.
- Handle payment disputes in Stripe, PayPal and other payment providers. Including investigating charge backs and submitting of evidence where required.
- Respond to all reviews in a timely manner across all platforms - Trustpilot, Product Reviews, Android App and iOS App.
- Capture and report metrics on the number of queries responded to, ensuring efficiency and quality.
- Continually assess and optimise moderation processes to ensure quality, aspiring to utilise best practices
- Managing, assisting and/or escalating Police enquiries and Police reports.
- Complete the monthly Customer Satisfaction Report and share in a timely manner with Product and Development team, including suggestions for improvements to the product.
- Train, if necessary, new staff members on how to moderate and changes to scammer activity. This includes on-going training for current team members.
- Supervision of the Moderation Team, including running fortnightly meetings, ensuring shift coverage, approving timesheets and leave.
- Potential to assist with social media posts, content creation of on-site FAQ pages and blog posts.
- Potential to support market/user research activities and new product initiatives.
- Act at all times, with the highest level of professionalism and follow REA values, while still retaining Flatmates’ cheeky and fun brand personality.

Who we’re looking for
- A customer service and support guru, with considerable experience working in support or customer facing roles and conflict resolution.
- Experience leading, coaching and/or mentoring others is ideal, and you enjoy acting as a role model within a team.
- Confidence in handling escalations and challenging conversations.
- Call centre management, offshore experience or leading a team offshore will be highly regarded
- You love finding ways to improve products and/or processes

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.

Some of our

Perks & Benefits

include:

- 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.

Join our Talent Neighbourhood

Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right?

You should join our Talent Neighbourhood

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