Join a collaborative team and deliver great customer experiences!Work from home up to 3 days a week!We have long-term partnerships with charities working to address homelessness.We're REAREA 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 inThe 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 aboutResolve 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 forGoing 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 experienceThe 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 InclusionWe 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.
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