Customer Support Agent

2 weeks ago

Brisbane, Queensland, Australia Ailo Full time $60,000 - $80,000 per year

The Role: Customer Support Agent

As a Customer Support Agent at Ailo, you'll be part of a high-performing team dedicated to delivering an outstanding customer experience. You will work across multiple functions to resolve a wide range of support issues for our diverse user base, including property managers, tradespeople, renters, and homeowners. Your work will encompass Proptech and Fintech and you will play a pivotal role in problem-solving and ensuring customer satisfaction.

We are looking for enthusiastic individuals who are passionate about transforming the industry and contributing to Ailo's ambitious goals.

Key Responsibilities:

  • Deliver timely and effective resolutions to customer enquiries via phone, email, and chat, ensuring a seamless support experience.
  • Troubleshoot and resolve technical and operational issues, minimising disruptions for users.
  • Take ownership of customer cases, driving them to resolution with efficiency and care.
  • Identify recurring issues and provide insights to improve support processes, enhance service delivery and prevent future problems.
  • Collaborate with internal teams to escalate and resolve complex cases, ensuring swift and thorough resolutions.
  • Maintain comprehensive case records with clear documentation to enhance knowledge-sharing and support consistency.
  • Gather customer feedback and share insights with product and engineering teams to improve the customer experience.
  • Consistently meet or exceed key performance metrics and identify areas for ongoing development.

Personal Attributes:

  • Exceptional customer service mindset with a genuine desire to help customers succeed.
  • Ability to build rapport quickly, even in challenging situations.
  • Strong analytical and problem-solving skills to identify root causes and resolve issues effectively.
  • Comfortable managing multiple priorities in a fast-paced environment.
  • Self-motivated, proactive, and results-driven.
  • Excellent time management skills with the ability to work independently and collaboratively.
  • Confidence to suggest and implement process improvements based on feedback.

Professional Attributes:

  • Knowledge of the Australian property management industry (highly desirable).
  • Experience with payment processing and/or payment platforms is an advantage.
  • Previous experience in B2B & B2C application support, ideally for a technology or software product.
  • Strong communication skills, both verbal and written.
  • Understanding of quality systems, complaint handling, and document control.
  • Familiarity with help desk tools (Zendesk preferred but not essential).
  • Ability to thrive in a fast-paced, dynamic environment with competing priorities.
  • 2+ years of experience in B2B and B2C customer support.

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