Customer Support Consultant

2 weeks ago

Gosford, Australia Realtair Full time

We’re a passionate team of professionals, and business people making it easier for real estate agents to navigate the sales process. 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 means of doing business every day.

**About You**
- You must be flexible and willing to help with other duties when required including office tasks & events
- Must be customer obsessed, detail-oriented and results-driven
- Positive attitude with a willingness to learn and grow within the team
- Be aligned with our company values; people first, confidently curious, own it, be nimble & raise the bar

**The Customer Support Consultant is responsible for**:

- Handling a high volume of inbound calls and queries from our customers and attempting to achieve first call resolution.
- Develop extensive knowledge of Realtair products to be able to respond to both simple and complex enquiries.
- Ensuring that all customer queries are addressed in a timely manner and within SLAs.
- Ensuring that the highest level of customer service is achieved and maintained.
- Collaborate with multiple internal teams when necessary to handle customer enquiries.
- Maintain detailed records of customer interactions and process customer account information.
- At times making outbound calls to customers for certain campaigns (no cold calling).
- Assisting with special projects or initiatives as required, for example, basic user testing & some administration activities.
- Required to work one Saturday per month

**Desired Skills & Experience**:

- Exceptional customer service skills with an ability to build rapport quickly and manage sensitive customer interactions
- Demonstrated experience in a contact centre environment and working to SLAs
- Excellent communication skills, both written and verbal
- Proficient with technology, including the ability to learn new software quickly
- Demonstrated problem-solving skills along with an ability to multitask
- Excellent time management skills
- Experience in the Real Estate industry is highly desired but not essential
- Experience with SaaS products preferred, but not essential

**About our company and our people**

Realtair is driving change in the real estate industry. We are customer focused, we push boundaries and empower our people to create cutting edge digital solutions. We leverage the diversity within our team, operate on trust, and recognise talent and work that makes a real impact. We create opportunities for our people whilst getting things done at a rapid rate.

**Some of what we offer**:

- Commitment to professional and personal growth and development, including career progression opportunities
- To be a part of a market leading organisation and work alongside some of the most exceptional people in the industry
- Extensive training on all Realtair’s products
- Remote working arrangements will be considered

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