Customer Service Representative

1 week ago

Victoria Park, Australia ESM Strata Full time $50,000 - $70,000 per year

About ESM Strata

ESM Strata is one of WA's largest and most trusted strata management company's that delivers high-value strata management services to strata buildings all over Perth. We have been operating for over 30 years and have grown to a team of around 40 people. We were awarded winner of the SCA (WA) Strata Community Management - Large Business category in 2023 and many of our team members were finalists in their categories.

We are a values-driven business that focuses on creating trust and psychological safety within our team. We use unique tools to help build this trust and encourage open and honest conversations. If you care about people and want to work with a diverse team that is driven to make positive change every day, then we want to hear from you.

Our Values

  • Enable your peers
  • Celebrate our customers
  • Engage our community
  • Challenge inequality
  • Dare to think differently

What we're looking for:

Characteristics and Behaviours:

  • Social Perceptiveness and Emotional Intelligence – being aware of self and other's reactions and understanding people react as they do and being attuned to different personalities
  • Ability to build positive rapport with customers, stakeholders and team members
  • Values driven
  • Hard working - great at getting stuff done and going above and beyond
  • You are a Team player with strong personal accountability
  • You seek feedback and understand the importance of continuous learning and improvement.
  • Empathetic and Enthusiastic
  • Adaptable and flexible

About the Role

We are seeking a motivated and friendly individual to join our team as a Customer Service Representative. In this role, you will be responsible for answering a high volume of phone calls from customers and providing them with outstanding service. If you have a passion for helping people and a desire to work in a fast-paced environment, we encourage you to apply.

Responsibilities

  • Answer a high volume of phone calls from customers and provide them with excellent service
  • Respond to customer inquiries, resolve complaints and issues, and provide information about our products and services
  • Maintain a positive and professional demeanour while interacting with customers
  • Use company software and tools to manage customer accounts, update customer information, and process orders
  • Collaborate with other team members and departments to resolve complex customer issues
  • Keep accurate records of customer interactions and transactions

Required Competencies

  • Previous experience in customer service/call centre roles is essential
  • Previous experience in strata or property would be viewed favourably but is not essential as training will be provided.
  • Excellent computer skills with Office 365 suite – Word, Excel, Outlook and ability to learn new software quickly.
  • Prior experience with Strata Management software would be viewed positively (we use PIQ)
  • High level of attention to detail
  • Excellent problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to multitask and work in a fast-paced environment
  • Strong problem-solving skills and the ability to think on your feet

Sound like you?

We'd love to hear more about you, so make sure you include a cover letter telling us why you'd love to join our team.

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