Customer Support Consultant

3 days ago

Sydney, Australia REA Group Full time

Develop your career at REA

Permanent Opportunity

Know someone who would be great for this role and want to land yourself a $2,000 referral bonus? Check out our Employee Referral Program and use the Refer button to submit their details.

You’re here because you’re interested in taking the next step in your career. Your team knows you are great, but this team might not know you so well. This role reports to David Darius - Customer Support Lead – it wouldn’t hurt to reach out to them for a chat to learn more about the position Prior to applying, please speak with your current manager – it’s crucial they are aware of your interest in another role.

Which team is this in

The Customer Support team sits within our Customer Solutions and Operations team, alongside our Fulfilment Solutions team, Ad Operations & Programmatic.

The Customer Support Consultant is the front-line customer service interface for REA Group’s customers, consumers and internal stakeholders. You will be joining a team who are passionate about service and the loyalty of our customers.

Day to day of the job

  • Resolve issues with our customers via phone, email and web chat in an empathetic, professional and timely manner

  • Be digitally-savvy, we use a variety of systems, such as Zendesk, Slack, Salesforce (previous experience with these would give you bonus points)

  • Balance customer demand and multi-tasking in a fast-paced customer contact environment

  • Work as part of a high performing team, driving for performance excellence

  • Communicate with colleagues across all levels of the organisation, influencing to find the best customer outcome

  • Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence

  • Provide thoughtful and insightful feedback to improve REA products and services

Who we’re looking for 

  • Going above and beyond delivering service that promotes customer loyalty and advocacy through clear communication, positive language, active listening and empathy

  • Resolving customer problems in a timely manner through strong analysis and decision making, persuasion skills and being adaptable to meet customer needs

  • Demonstrating resilience, taking accountability for the customer experience and displaying a continuous improvement mindset

Some of these things might push you out of your comfort zone or you might be looking at this thinking you can absolutely flourish in this role… Whatever you think, we think you should throw your hat in the ring

Reach out to Morgan Thorndyke if you need any help.

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