Customer Support Consultant

Join a collaborative team and deliver great customer experiences
Solve different problems every day and enjoy great learning opportunities
Permanent full-time role based in Subiaco
We're REA
With bold and ambitious goals, REA Group is changing the way the world experiences property.
No matter where you're at on your property journey, we're here to help with every step – whether that's finding or financing your next home.
Our people are the key to our success.
At the heart of everything we do is a thriving culture centered around high performance and care.
We are purpose-driven and collaborative, which drives innovation and our ability to make a real impact.
We're proud to have been named in Australia's "Top 5" Best Workplaces two years in a row, as well as being recognized as a Best Workplace for Women.
Where the team fits in
The Customer Support team is part of our Customer Group.
The group supports the organization to deliver customer and operational excellence; uses data to deliver customer solutions that ensure the profitability and sustainability of REA Group; and delivers strategic and operational planning.
The Customer Support Consultant is the front-line customer service interface for REA Group's customers, consumers, and internal stakeholders.
You will join a team passionate about service and customer loyalty.
What the role involves
Resolve customer issues via phone, email, and web chat in an empathetic, professional, and timely manner.
Be digitally-savvy, using systems like Zendesk, Slack, Salesforce (experience with these is a plus).
Balance customer demand and multi-task in a fast-paced environment.
Work as part of a high-performing team, striving for excellence.
Communicate effectively across all levels of the organization to find the best customer outcomes.
Identify opportunities to innovate and improve customer and employee experiences, as well as operational processes.
Provide feedback to improve REA products and services.
Who we're looking for
1+ years' experience in a fast-paced corporate or call center environment.
Strong technical proficiency with the ability to multitask using multiple systems while on calls.
Experience in real estate roles like leasing consultant, property manager, or similar is highly beneficial.
Proven ability to deliver service that promotes customer loyalty through clear communication, positive language, active listening, and empathy.
Experience resolving customer problems promptly through analysis, decision-making, persuasion, and adaptability.
Resilience, accountability, and a mindset focused on continuous improvement.
Ownership of the customer experience and enthusiasm for learning.
The REA experience
We care about the physical, mental, emotional, and financial health of our people.
Our environment supports learning and growth.
Hybrid and flexible work arrangements.
Flexible leave options, including birthday leave and the ability to purchase additional leave.
Flexible parental leave for primary and secondary carers.
Our Because We Care program offers volunteering leave, community grants, payroll giving, and a community café that donates all revenue to charity.
Hackdays to bring your ideas to life.
Our commitment to Diversity, Equity, and Inclusion
We aim to create a diverse, equitable, and inclusive workplace.
We believe diverse teams are more creative and effective.
If you have the skills and enthusiasm but don't meet every requirement, we encourage you to apply.
Beware of phishing scams where individuals pretend to offer employment with REA.
Always verify official communication channels.
Learn more about our global business services teams and our Perth office, designed for collaboration and sharing with our customers.
#J-18808-Ljbffr