Hi, we're PEXA Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in.PEXA's world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes.And this is just the beginning.Our data and insights are helping organisations unlock the intel they need to drive change and possibilities.Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents.We're still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers.That's why, we're looking for ambitious people like yourself to join the team.A day in the life The Customer Support Specialist is responsible for Level 1 support and the resolution of in-bound customer enquiries via live chat, email and phone.Any enquiry that can't be resolved immediately will be escalated to Levels 2 or 3.The Customer Support Specialist will monitor all escalated enquiries to ensure that they are handled within Service Level Agreement's (SLA's) and respond to customers once their enquiry has been resolved.What you'll be doing Inbound Customer Support • Respond to, monitor & manage inbound support enquiries and incidents ensuring communication with all customers is maintained to a high level and in a professional and timely manner; • Provide customers with answers, solve complex problems & step up and perform in challenging situations; • Take pride in managing interactions from start to finish – Amazing customer experiences is what we are all about!• Be a trainer, a coach, a troubleshooter and everything in-between.We do whatever it takes to get the job done in line with our company values; • Master of Technology.Phone, email, internet browsers, CRM, ITSM, PC, Mac, Wireless, remote and more, you will master all the tools at your disposal; • Liaise with 2nd and 3rd level support and/or key business partners to ensure customer requirements are met in an efficient and effective manner in order to resolve member problems; o Proactively manage service levels; o Escalate as required where service levels are at risk; o Keep customers informed throughout the problem resolution process & notify them of impending changes or agreed outages; User Training • Provide on the spot training to inbound callers through: • Walk through access to PEXA; • Online Quick Reference Guides and Job Aids; • Online Help; • Expert subject matter expert knowledge; • Ensure User training maintenance and updating to ensure the currency of the training material content.Complaints/Disputes Handling Follow & implement complaints/resolution handling procedures to achieve a first call resolution or escalate where necessary.Sometimes things may not go to plan and when they don't, we need to be responsive, empathetic and solution focussed.Collaboration with Key Business Partners Build your network of contacts and maintain relationships with key internal business teams as well as integrated service partners to enhance the customer experience.These include financial institutions, land titles offices and state revenue offices around the country.What you'll bring to the table • Previous experience in a customer focused environment; • Experience within legal/conveyancing or technology industries is highly regarded; • Excellent Communication (written & verbal) and interpersonal skills; • Strong initiative and drive; • Strong problem solving & decision making; • Exceptional attention to detail; • Thrives under pressure; • Strong time management and organisational skills; • Networking & building relationships with key stakeholders/teams; • Proactive and flexible.
