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Form of workCustomer Support Specialist - CampaignAgent
Permanent role based in Richmond
We are certified carbon neutral and committed to reducing our impact on the environment.
We have long-term partnerships with charities working to address homelessness.
We're REA
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 centered 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
Our property marketing funding business for homeowners and agents, CampaignAgent, was created with a mission to provide financial freedom to the real estate industry. The team is highly passionate about providing innovative, low friction financial solutions to Australia’s leading residential real estate agencies focusing on campaign advertising.
The Customer Support Specialist role is a critical and central role to the organization. You will be part of a team that can adapt quickly to customer needs to deliver an empathetic and consultative support experience through creative problem-solving.
What the role is all about
Develop deep knowledge and understanding of CampaignAgent’s CRM and technology
Support our customers (agencies and vendors) to effectively resolve issues through phone and email
Help customers navigate a variety of tools within CampaignAgent’s CRM
Collaborate with internal teams to identify any issues and escalate to the appropriate channels
Checking and processing customer applications in an accurate and timely manner including compliance requirements
Monitoring queues and interpreting reports to manage daily workload
Interpreting and administering regulatory compliance relating to our products
Ensuring that all customer data is accurately and responsibly stored on our CRM
Ad hoc administration duties to support the team
Who we’re looking for
Experience in a similar support role managing queues, inbound emails and calls
Experience using Zendesk or other support software is desirable
Experience and an understanding of CRM platforms is ideal
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
A team player who takes initiative, who is comfortable working autonomously
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:
Robust training and onboarding
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?
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