Customer Support Consultant – Eoi

Customer Support Consultant - Expression of Interest

• Be part of one of the core functions of REA

Join a collaborative team and deliver great customer service
Work from home up to 3 days a week!
We're REA
REA Group (https://www.rea-group.com/about-us/about-rea-group/) is not your average digital business. From humble beginnings in a garage in Melbourne's east in 1995, we have grown into a leading global digital business, specialising in property.
With bold and ambitious goals, we are 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 centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we're proud to be named in Australia's “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.
Where the team fits 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.
What the role is all about

• 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
The REA experience
The physical, mental, emotional and financial health of our people is something we'll never stop caring about. This is a place to learn and grow. We're committed to your development - both professionally and personally. Your experience with us is something we take seriously.
We offer:

• A hybrid and flexible approach to working

Flexible parental leave offering for primary and secondary carers
Programs to support mental, emotional, financial and physical health & wellbeing
Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity.
Hack Days so you can bring your big ideas to life
Performance recognition programs because hard work should never go unnoticed
Our commitment to Diversity, Equity, and Inclusion
We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking - be it cultural and ethnic backgrounds, gender identity, disability, age, sexual orientation, or any other identity or lived experience. We know diverse teams are critical to maintaining our success and driving new business opportunities. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.
If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?
#LI-HYBRID