Member Support Specialist

**Hi, we're PEXA**
We know you'll Google us before applying, so let's keep this brief. PEXA revolutionised the way that property is settled in Australia, turning a paper-based process into a digital one. Our solution is a world-first, with over 500 people across Australia and an expanding international team, we're helping 20,000+ families into their homes each week.

We're passionate about solving problems for our customers - always striving to set the standard for how property is bought and sold. Being awarded as one of the best places to work in Australia is a recognition of our culture and commitment to innovation, customers and our community.

We're growing fast, that is where you come in.

**Here's a snapshot of what your life at PEXA could look like**:
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Your growth: *
We encourage you to hit your personal and professional learning and development goals with our tailored programs and tools.

**Your wellness**:
We care about your holistic wellbeing - take advantage of our ergonomic environment, a fully stocked kitchen, four wellness days, a $250 wellness subsidy as well as lunch and learn sessions to support your financial wellbeing.

**Your work/life blend**:
We know that work is just one aspect of your life - we want to help you create your ideal work/life blend, rather than squeezing in life around work.

**A day in the life**:
Any enquiry that can't be resolved immediately will be escalated to Levels 2 or 3. The Member Support Specialist will monitor all escalated enquiries to ensure that they are handled within Service Level Agreement's (SLA's) and respond to members once their enquiry has been resolved

**Key Accountabilities**
- **In-bound Customer Support**:

- Respond to, monitor & manage inbound support enquiries and incidents ensuring communication with all members is maintained to a high level and in a professional and timely manner;
- Provide customers with answers, solve complex problems & step up and perform in challenging situations
- Take pride in managing interactions from start to finish - Amazing customer experiences is what we are all about
- Be a trainer, a coach, a troubleshooter and everything in-between. We do whatever it takes to get the job done in line with our company values.
- Liaise with 2nd and 3rd level support and/or key business partners to ensure member requirements are met in an efficient and effective manner in order to resolve member problems;
- o Proactively manage service levels;
- o Escalate as required where service levels are at risk;
- o Keep members informed throughout the problem resolution process & notify them of impending changes or agreed outages.
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Complaints/Disputes Handling: *
- Follow & implement complaints/resolution handling procedures in order 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 focussed.
- **User Training**:

- Provide on the spot training to inbound callers through:

- Walk through access to PEXA
- Online Quick Reference Guides and Job Aids
- Online Help
- User training maintenance and updating to ensure the currency of the training material content
- **Collaboration with Key Business Partners**:

- Are you a social networker? Build your network of contacts and maintain relationships with key internal business teams as well as integrated service partners such as digital certificate providers various land titles offices and State Revenue Offices around the country, business partner relationships including Verizon, State Land Titles Offices and State Revenue Offices in each jurisdiction in order to augment the member service experience.

**Key Skills and Attributes**
- Previous experience in an customer focused environment
- Experience within legal/conveyancing or technology industries is highly regarded
- 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

**Sounds like you?