Customer Service Manager

Self-managing your rental property used to be hard. But not anymore. In fact, a third of Australian landlords are managing their own properties, and that number is growing every day. 

Property Technology Group Pty Ltd trading as RentBetter is changing the way Australians find tenants and manage their property, and we are on a mission to inspire and equip landlords to self-manage their property.

If you’ve ever rented a property as a landlord or as a tenant and thought ‘there has to be a better way’ then this role is for you!

We're looking for a full-time Customer Service Manager to help our staff provide the highest standard of service to our customers and support our accelerated growth. The position will be based in our Bondi Junction office. Our NPS is consistently above 70%, we have a large and loyal base of customers, and we want to keep these incredibly high standards of service and support as we grow.

We're after someone excited by the prospect of joining a PropTech business, who loves helping people and going the extra mile to make sure we exceed customer expectations. You’ll develop a deep understanding of the RentBetter platform and will be able to help solve problems with our customers.

About the role:

A typical day will see you take on some of the following:

• Developing guidelines for our team to ensure that the relevant policies are in place to support customers

• Supporting the team to respond to customer needs via chat, email or phone

• Managing continuous improvement of Customer Service metrics

• Owning the customer journey from start to finish to ensure the customer outcome is achieved and issues are resolved

• Providing direction to the team to ensure complex issues are escalated and logged accordingly for further enhancement of policies and procedures

• Sharing product information, articles, helpful tips and industry research with customers

• Enhancing our knowledge base and our product by identifying gaps in information and creating new documentation or processes as required

About You:

You enjoy new challenges, are fast on your feet, and able to handle multiple tasks and priorities without getting flustered. You like helping people and have been waiting for the right opportunity to present itself so you can: 

• Manage the resolution of customer inquiries and issues, and then use that knowledge to continuously improve Customer Service procedures and to make recommendations for product development to help other customers 

• Focus on the details and make sure nothing is overlooked and customers are getting the right outcomes

• Learn new things, and also adapt to new scenarios as the product or customer circumstances change

• Relevant qualifications at Diploma level or higher is desirable

• 3 years + of relevant work experience 

Salary will be between $70,000 - $80,000 plus superannuation depending upon experience.

Customer service, real estate or technology industry experience will be beneficial, and if you are keen to apply, please send your resume as an expression of interest.

• Looking for candidates available to work:
  • Monday: Morning, Afternoon
  • Tuesday: Morning, Afternoon
  • Wednesday: Morning, Afternoon
  • Thursday: Morning, Afternoon
  • Friday: Morning, Afternoon
• 2-3 years of relevant work experience required for this role
• Working rights required for this role
• Expected start date for role: 01 April 2024
• Expected salary: $70,000 per year