Frontline Customer Care Agent

Location

Brisbane, Newstead, Queensland

Department

Customer Care

Employment Type

Full-Time

Minimum Experience

Entry-level

Compensation

60,000

Overview

Rexlabs is a 90-person digital product and service company based in Tenerife, Brisbane. Rexlabs develops products for the real estate and property management industries in Australia and the UK, with thousands of customers using our CRM, digital advertising suite and site builder.

The Rexlabs Customer Care Agents are the first line of contact and customer service for the company. Their primary role is to efficiently and effectively offer ongoing support and training to our customers, as well as being the voice of our customers within the company and with the design and development teams. They are expected to be experts in Rexlabs products (Including Rex Software, Siteloft and Spoke), as well as capable users of the primary resources used within the company (Zendesk, Asana, Gmail Suite, Slack, FullStory and Jira). They are also responsible for contributing actively to ongoing customer success projects, especially ones linked directly to the Frontline team OKR's for any given quarter.

An ideal Customer Care Agent is an advocate of the product, both internally and externally. Their success is dependent upon excellent customer service and capably delivering advice, product support and basic training to our customers.

What you'll be doing
- Client Support & Troubleshooting_

The primary role of the Customer Care Agent is to answer support requests and maintain a high level of education on all of our offered products. Client support includes all of the following examples:

- Timely responses to all requests, in accordance with our SLA policies.
- The ability to successfully manage their workload and triage open requests on a continual basis.
- Making outbound phone calls when required or expected, to successfully resolve a request or issue.
- The ability to understand the issue or request and then troubleshoot it from conception through to resolution.
- Maintain a high level of professionalism and customer service to all clients, as well as capably de-escalate situations of heightened emotion with customers.
- New feature testing and training
- Maintaining and constantly improving the help guide

What you'll bring
- Well-developed customer service focus with excellent written and verbal communication skills
- Strong customer service skill set
- Ability to calmly navigate conflict with customers
- A team player who loves to support other people within the team
- Ability to solve varying problems
- Comfortable working in a fast-paced, scaling start-up environment
- Exceptional organisational and planning skills that contributes to effective and efficient task completion
- A curious learner who is willing to continuously adapt and learn new things

Our culture

We're a design-driven company with a passionate, young team. Together we use our abilities to take complex problems and untangle them into simple, usable products. Ownership is one of our core values, and so we like to give people responsibility and discretion. Our Brisbane office is located in Newstead, close to the Gasworks precinct, surrounded by great cafes, eating areas, and microbreweries.

? Gym allowance & Paid maternity leave

$3,000 annual learning budget with 2 weeks of learning leave

Flexible work policy - hybrid, office or remote

Snacks and open fridge

Engaged in the local design and tech community

A vibrant team, passionate about innovation and producing quality work

? Modern workplace and equipment

Great location in Newstead